Provide prompt, accurate, thorough and courteous responses to all customer inquiries
Perform research as needed to resolve inquiries
Ensure effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries
Handle situations which may require adaptation of response or extensive research
Accurately document inquiries
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
Assist with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations
Maintain all departmental productivity, quality, and timeliness standards
Assist with the training of new employees and cross-training of coworkers

High School Diploma or equivalent
Excellent verbal and written communication skills
Proficient spelling, punctuation, and grammar
Strong human relations and organizational skills
Ability to handle high stress situations
Good judgment
Ability to handle confidential or sensitive information with discretion
Ability to learn and operate multiple computer systems effectively and efficiently

Customer Service Advocate

Key skills