Customer Service Advocate

The Customer Service Advocate is responsible for receiving and effectively routing or resolving all calls coming into the Company from all offices. This position maintains professional communication with the customer and maintains a sense of ownership on every call until the customer's inquiry, issue and/or request has been answered or resolved. This position must maintain an in-depth knowledge of every Tech Electronics' office, personnel and processes and must communicate effectively across all departments to ensure the customer receives the highest level of service.

FUNCTIONS OF THE JOB

Essential Functions

• Receives and effectively processes all incoming customer calls and email requests with the goal of resolving the customer's issue, answering their inquiry or routing their call with the least amount of transfers possible.
• Understands all customer service policies; ensure that our customers are directed to the appropriate individuals at Tech that can address the specific customer needs or issues.
• Performs customer Contact List updates within the specified timeframes communicated to our installed customer base.
• Monitors assigned service queues for calls that need escalation, resolution, supervisory review and/or are ready to be dispatched and/or scheduled.
• Assist Service Sales team in reviewing and approving repairs from inspection orders for all offices.
• Supplies customers, technicians, and sales personnel with requested documentation including contracts, invoices, inspection reports, call lists, and pass cards.
• Reviews service history for customers without an active service agreement and/or assigned account manager to ensure client engagement.
• Treats each customer interaction with a sense of urgency and professionalism so as to project a competent and concerned attitude.
• Ensures accurate information is entered into the database and that the database always remains current and up-to-date.
• Maintains a favorable working relationship with all employees and managers to promote a cooperative and harmonious working environment in order to facilitate positive employee morale, productivity, and continued improvement.
• Continuously reviews status of work orders to ensure proper resolution time frames are met. Maintains a detailed knowledge on Tech's services, systems, departments and personnel in order to properly support all customer requests.

Secondary Functions

• Serve as back up to Service Dispatch; assigning appropriate technicians as required by service request or Service Supervisor. Communicates to assigned technicians all the information so they can be successful on service calls; maintains awareness of reducing windshield time between service calls through use of the global positioning system.
• Serve as overflow to the Service Desk in receiving and processing all customer requests for service on their communication system via Internet, telephone or e-mail.
• Serve as back up to Inspection Scheduling and assign appropriate inspectors as required by the inspection or maintenance agreement.

POSITION QUALIFICATION REQUIREMENTS 

 Education:

• High School diploma or G.E.D. equivalent

Experience:

• Two years customer service experience
• One year experience using computer systems, including MS Office.

Current Openings for Customer Service Advocate Jobs at Tech Electronics