Job Description

Customer Care Advocate Job Description Mission:

The Client Care Advocate is responsible for providing exceptional service to all incoming phone calls, text messages and emails from current or potential clients, as well as our internal departments.

Our organization has created a strong reputation for providing well above average customer service for many years. This position requires an individual to not only maintain this reputation but help it improve by following a strict process and procedure with every client interaction, with an understanding of the high value and importance of this role.

Scope of Work:

The Client Care Advocate is the first line of customer service. They are first to respond to emails, phone calls, and text messages. The expectation is the client's concern should be handled in a single interaction whenever possible. Ongoing education will be provided to better assist the client experience. The Client Care Advocate reports directly to the Client Care Coordinator.

Primary Responsibilities:

• Learn and maintain knowledge of all service offerings, processes, and procedures.
• Provide service information to clients.
• Facilitate and set up sales.
• Answer calls, respond to emails and text messages within 24-hours.
• Update and maintain client accounts (accurate information, payment methods, etc.).
• Monitor tickets across the company.
• Provide team members with any necessary information about a specific job through proper note taking.
• Maintain ongoing communication with field operations, administrators, management and clients.
• Assist in projects or tasks assigned by Leadership

Job Requirements:

• High-energy and upbeat personality
• 2 to 4 years of customer service experience
• Ability to handle situations where multitasking is required.
• Conflict management and resolution skills.
• Knowledge of email protocols, etiquette, and organization.
• Common computer and typing skills.
• Proficiency in Microsoft Office or Google Suite.
• Time management skills.
• High school diploma or equivalent.
• Must be able to pass a criminal background check.
• Familiarity with client management systems is a plus (i.e.Service Autopilot).
• Bi-lingual is a plus
• 40+ hours per week. Possible weekend coverage when needed.
• Must have a designated work space at home
• Must have high speed internet access at home

Working Conditions

The Client Care Advocate works in person 5 days each week, using a computer and phone, for long periods of time. They are sitting for the majority of their shift. A shift will vary between 8am and 7pm, based on seasonal demands and may require additional weekend hours.

Job Benefits

• Phone allowance.
• Computer provided (as needed)
• Health, dental, and vision benefits available after 60 days.
• 401k
• PTO

Job Expectations

As a team member, you are expected to provide a professional and friendly service to all of our clients, vendors and team. Every client should have their phone calls and/or emails returned within 2 hours of the time they tried to contact us. Again, you are expected to juggle multiple tasks at once while maintaining a positive attitude and demeanor. You should communicate with your direct report if you feel you are unable to complete certain tasks so he or she can help when possible.

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