Customer Advocate

2 weeks ago


New York, New York, United States CodeForce Full time
Job Title: Customer Advocate

About CodeForce 360
CodeForce 360 is a company that has built a reputation for success since its inception. We are looking for a Customer Advocate to join our team and help us continue to deliver exceptional service to our customers.

Position Overview

As a Customer Advocate, you will serve as the liaison between our customers and internal departments to facilitate the processing of applications for gas service. You will be responsible for entering completed applications into Salesforce and monitoring the application process until the service line is successfully installed and the property is satisfactorily restored.

Key Responsibilities

• Educate customers on the installation process and set clear expectations of timelines and activities
• Coordinate customers' installation activities across internal functions to ensure projects are on time and meeting customers' expectations
• Track project statuses using internal IT systems and keep the business owner informed of progress
• Ensure Salesforce is updated with all interactions and communications related to the installation
• Participate in work management meetings to influence positive customer outcomes and address pre- or post-installation issues
• Research and verify daily incoming leads and assign them to Commercial Sales Managers
• Filter and forward non-sales leads to the appropriate department
• Handle escalated customer complaints in a timely fashion

Requirements

• 3-5 years' experience in customer service or project management with a focus on affecting change
• 2 years' experience in project management, process coordination, or workflow management
• 2 years' experience working in a CRM system, preferably Salesforce
• Outstanding interpersonal and communication skills
• Ability to solve problems aimed at effective issue resolution
• Very well organized and detail oriented
• Extremely adept at follow through
• Dedication to providing great customer service
• Ability to successfully handle multiple tasks
• Independent, disciplined, self-motivated, and results-driven
• Experience in the utility industry is highly desirable
• Outstanding computer skills with the ability to quickly learn new systems
• Proficiency working in a CRM platform is required, Salesforce preferred
• Proficiency in Microsoft Office Suite
• Working knowledge of Work Management and Asset Tracking, Customer Information System (CIS), Customer Relationship Management (CRM) technologies, Customer Care and Billing (CC&B), and Maximo preferred

How to Apply

Qualified individuals will be contacted for an interview.
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