Customer Advocate Supervisor

1 month ago

Irving, United States Moxie Pest Control Full time
Job DescriptionJob Description

Reports To: Department Manager

Play Your Part In Our Team Succeeding

The Customer Advocate is someone passionate about talking to customers and resolving their issues quickly and efficiently. A self-starter who is able to roll up their sleeves and learn new skill sets to get the job done and a team player who wants to partner with their colleagues to help put the customer experience first

Core Responsibilities


As a Customer Advocate you are primarily responsible for ensuring customers understand:

  • the value of our service

  • handling Better Business Bureau (BBB) Complaints

  • damage inquiries

  • qualtrics surveys

  • always remaining as a member of the front line customer service team

  • Recording notes in CRM after each customer interaction or action so other team members understand the history

  • Identifying golden opportunities to serve our customers

  • Writing handwritten notes to customers as identified

  • Sending care packages to customers as identified

  • Serving as overflow for customer service calls as needed

  • Assisting customers by: answering questions, scheduling appointments, collaborating with other departments and team members to solve customer problems


Qualifications

  • Ability to identify, assess, and resolve customer concerns in a timely fashion.

  • Can develop and maintain effective working relationships with coworkers and management.

  • Determining and executing resolutions to customer needs.

  • Ability to learn and operate within multiple software systems.

  • Effectively communicate with coworkers, customers and management

  • Lifting and moving up to 35 pounds.

  • Standing, stooping, or sitting for prolonged periods of time.

Essential Job Requirements:

On a Daily basis:

  • Be logged into the telephony system and maintain +75% occupancy

  • Handle but not limited to 50+ total calls daily

  • Maintain a CSAT of 4.5

  • Assist customers with customer service complaints and concerns

  • Assist customers with our warranty program

  • Communicate company initiatives to customers (marketing, sales, etc.)

  • Direct customers to appropriate departments where applicable

  • Respond to SMS, email and Voicemails from customers


Other Responsibilities:

  • When applicable participate in cross training within other CC departments

  • Assist management with non recurring tasks as needed

  • Occasional customer data entry update tasking

  • Provide feedback in order to improve processes when prompted


About Us

Moxie Pest Control is named for the drive and enthusiasm embraced by our team Our mission is to improve the quality of life for our customers, team, and community.

We believe in striving to do the right thing because we genuinely care about our employees and customers, the work we do, and our personal and professional character.


We’re more than just a pest control company

What We Live By

Do The Right Thing

We believe in striving to do the right thing because we genuinely care about our customers

Be Nice

We think kindness is contagious, and we believe small gestures can have a big impact.

Be The Solution

It’s an understatement to say we take pride in our work. We live by the motto: “If a thing is worth doing, it’s worth doing well.”

Keep Improving

Because we care about helping our customers, we take our job knowledge seriously.


Company Perks


At Moxie Pest Control we offer a total rewards package that supports the health, life, and career of our employees. The available plans and programs include:


  • 2021 & 2022: Great Places To Work and Top Places to Work

  • Awards & Recognition

  • Monthly Company Events

  • Company Service Projects

  • Comprehensive medical coverage that covers many common services at no cost or for a low copay

  • Additional options for dental and vision benefits, life and disability coverage and more

  • 401K Plan

  • Roth IRA

  • Long- and Short-term Disability Coverage (Voluntary)

  • Paid Time Off

AAP / EEO Statement

Moxie Pest Control provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

Moxie Pest Control absolutely prohibits any form of unlawful employee harassment or discrimination based on any of the characteristics mentioned above. Improper interference with the ability of other employees to perform their expected job duties will not be tolerated.


Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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