Customer Advocate Member Services Temporary
1 month ago
Position Summary:
The Customer Advocate’s mission is to ensure the best MyPoints customer experience by addressing inquiries and issues by communicating via email or phone. The Customer Advocate must ensure timely follow-up and escalation of customer issues to minimize disruption to service and overall impact to MyPoints users. Employees must remain current on company implementations, promotions and changes. Must possess a detailed knowledge of policies and procedures with a broad understanding of company operations. May help build and maintain knowledge sources. Act as liaison between clients and internal departments to communicate, research, and investigate customer issues.
Responsibilities:
Manage up to 200 member services tickets daily
Respond to member issues with expediency, accuracy and professionalism
Submit order inquiries to resolve tracking and payment issues
Research and respond to member questions and technical issues
Report bugs to appropriate business units
Maintain the highest levels of customer care while demonstrating a friendly and cooperative attitude
Actively monitor customer experience touch points across the organization
Build and maintain regular reports and dashboards to measure and present core metrics and trends
Desired Skills and Experience:
3+ years Customer Service experience, knowledge of industry standards preferred.
Build and maintain regular reports and dashboards to measure and present core metrics and trends
Excellent communication skills both verbal and written
Ability to effectively work individually or in a team environment
Competency in performing multiple functional tasks
Actively monitor customer experience touch points across the organization.
Education/Qualifications:
BA/BS degree preferred
3-5 years’ experience in a customer engaged role
Experience with Zendesk reporting
Strong written, oral, and presentation skills
Attention to detail, ability to meet deadlines, and handle multiple priorities
Project management experience and proven ability to manage multiple projects
Creative problem-solver who works well independently as well as part of a team
Comfortable operating in a fast paced, high growth start up environment
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