Customer Support Advocate

2 weeks ago


Conyers, Georgia, United States Cellofoam North America Inc Full time

Customer Experience Professional

Job Category: Customer Service Requisition Number: CUSTO01253

Job Overview

The Customer Experience Professional plays a crucial role in delivering exceptional service to both internal and external clients. This position requires a thorough understanding of the company's offerings and effective communication with team members within the customer service division.

Key Responsibilities:

  • Respond to incoming calls promptly and professionally, adhering to company protocols.
  • Address customer inquiries regarding service modifications, disputes, billing issues, cancellations, and new account setups with professionalism and courtesy.
  • Provide accurate and timely information regarding order statuses and product inquiries.
  • Process customer orders, modifications, and returns in accordance with established company policies.
  • Offer standard information on service options, pricing, billing, and contract details.
  • Ensure customer concerns are acknowledged and provide clear explanations of resolutions.
  • Collaborate with the credit department to address disputed credit items.
  • Work alongside the sales team to meet and exceed customer service expectations.
  • Coordinate with other departments to resolve customer issues effectively.
  • Resolve account discrepancies and make necessary adjustments with management approval.
  • Foster a positive work environment that promotes respect and collaboration.
  • Safeguard the organization's integrity by maintaining confidentiality of sensitive information.
  • Perform additional duties as assigned.
  • Maintain compliance with corporate standards and federal regulations.

Position Requirements:

  • Minimum of 1 year of experience in customer service or a help desk role is required. Experience in a sales environment is advantageous.
  • Exhibit a professional demeanor and strong telephone etiquette.
  • Demonstrate excellent verbal and written communication skills.
  • Be organized and detail-oriented with the ability to manage multiple tasks simultaneously.
  • Possess strong analytical and problem-solving skills to benefit both the customer and the organization.
  • Proficient in Windows and Microsoft Office applications; familiarity with other systems is a plus.
  • Exhibit strong customer service and data entry capabilities.
  • Have a general understanding of office operations.
  • Work effectively both independently and as part of a team to meet or exceed performance standards.
  • Ability to identify issues, make informed decisions, and resolve problems efficiently.
  • Maintain composure under pressure and treat all individuals with respect.

Additional Information:

This job description is intended to provide a summary of the responsibilities associated with this position. Cellofoam North America Inc. reserves the right to modify job responsibilities as necessary. Employment with the company is voluntary and may be terminated at any time by either party.



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