Customer Service Advocate I

About This Role

Respond to customer inquiries accurately and courteously, performing research and coordinating with other departments to resolve issues.

Responsibilities

• Respond accurately, timely and courteously to telephone, written, web, or walk-in inquiries
• Accurately document inquiries in the system
• Initiate or process adjustments or perform other research as needed to resolve inquiries
• Coordinate with other departments to resolve problems
• Respond to, research and/or assist with priority inquiries and special projects as required by management
• Provide feedback to management regarding customer problems, questions and needs
• Maintain accurate records on complaints and/or other customer comments, and make recommendations for changes to management
• Follow through on complaints until resolved or report to management as needed
• Maintain basic knowledge of quality work instructions and company policies
• Identify and promptly report and/or refer suspected fraudulent activities and system errors to the appropriate departments

Requirements

• High School Diploma or equivalent
• Excellent verbal and written communication skills
• Strong human relations and organizational skills
• Ability to handle high stress situations
• Good judgment skills
• Strong customer service skills
• Ability to learn and operate multiple computer systems effectively and efficiently
• Basic computer operating skills

Qualifications

• High School Diploma or equivalent

Nice to Have

• 2 years of customer service or call center experience
• Associate Degree
• Knowledge of word processing, spreadsheet, and database software