Customer Experience Advocate

Position: Customer Experience Advocate

Department: CXMC

Reports to: CX Manager

HRforGrowth is engaged as the talent acquisition partner to conduct this search on behalf of a client organization that is hiring for this role. HRforGrowth is not the employer for this position. HRforGrowth identifies, evaluates, and presents top-tier candidates through its global talent acquisition practice; all employment decisions - including final selection, offer terms, compensation, and conditions of employment - are made solely by the hiring organization.

Position Summary: Provide and maintain a positive customer experience through timely response to customer contact inquiries and dispatch support. Support reporting needs for the company, launch project coordination and National customer operations support. Other miscellaneous duties as assigned by leadership.

Key Responsibilities: Following are some of the key areas of responsibilities:

• Customer Support 80%

• Enter order processing information quickly and accurately

• Answer & case all customer calls promptly and professionally

• Complete all inquiries regarding track and trace requests and communicate status to customers

• Maintain excellent working knowledge of clients' products and services

• Provie accurate service and pricing information

• Responsible for the coordination of customer service requests; to warehouse, client support, customer & carriers

• Answers inbound calls, emails, or chats to address questions about products, services, and/or policies

• Troubleshoot problems, manage complaints, and de-escalate dissatisfied customers, aiming for first-call resolution

• Provide leadership with information on escalations, service failures, and problems

• Assist with transaction management processes including credit card payment processing, refunds, and return

• Maintain the highest levels of customer care while demonstrating a friendly and cooperative attitude in a high-volume production environment

• Work collaboratively with the Client Support team to ensure customer concerns are escalated in a timely manner.

• Acts as a back up to other team members as necessary

• Regular punctual attendance and adherence to schedules

• Participate in Quality Audits; support and maintain corporate quality standards, policies, practices and work instructions

• Account Management 20%

• Educate customers with accurate information regarding products, service features, terms, and promotional campaigns

• Identify opportunities for new services or product enhancements and communicate this with leadership

• Creates, maintains, and distributes key reports as requested for assigned National Customers, Business Partners and internal departments

• Assist with new account setup and maintenance of client accounts

• Assist with account cross training

• Other duties as assigned

Skills & Qualifications:

• High School Diploma or GED
• Some college hours are desired
• Minimum 2-3 years CX and/or dispatch experience
• Excellent interpersonal & communication skills
• Typing speed of 50+ wpm
• Knowledge of North America markets and terrain

About HRforGrowth:

HRforGrowth is a full-service HR and talent partner built to support companies that are scaling, transforming, or navigating change. HRFG is globally recognized for delivering quality, speed, and cost-effective talent solutions across every level of the workforce. Through its global talent acquisition practice, HRforGrowth applies world class rigor and precision to identifying exceptional professional and executive talent on behalf of its clients - from temporary staffing to permanent hourly workers through to placing C-suite executives. HRforGrowth is presenting this opportunity in its capacity as the retained search partner and does not serve as the employer of record for this position.

Equal Employment Opportunity:

In its recruiting and search practices, HRforGrowth does not discriminate on the basis of race, color, religion, national origin, age, marital status, physical or mental disability, sex, sexual orientation, gender, or gender identity, and welcomes applications from all qualified individuals. HRforGrowth evaluates and presents candidates to its clients without regard to any protected characteristic.

HRforGrowth endeavors to advise the hiring organization to comply with all applicable federal, state, and local equal employment opportunity laws - including those enforced by the U.S. Equal Employment Opportunity Commission (EEOC) - in its hiring decisions, terms of employment, and workplace practices.