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Customer Advocate Supervisor
1 month ago
Reports To: Department Manager
Play Your Part In Our Team SucceedingThe 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.
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.