Customer Advocacy Associate

Job Overview:The Customer Advocacy Associates role requires someone that can efficiently analyze customer feedback, accurately categorize the feedback, correspond with customers when appropriate, and partner with various business departments to ensure customer satisfaction.Responsibilities:Analyze customer survey feedback and sentiment and edit topic tags as needed using the survey applicationAccurately and efficiently, correspond with customers via email and phone as necessary, with urgency, empathy, personalization, and resolutionEnsure all assigned surveys and responses have complete follow-up and closure within established SLAsEscalate second-level issues to appropriate team members within the CAD department for resolution / customer satisfactionEscalate any concerns or issues to the appropriate manager / supervisor when requiredAssist in documenting operational processesAssist in creating customer response templatesIdentify trends in the feedback and recommend solutions to help resolve business issues to provide exceptional customer experienceSupport efforts to improve the process and function of the department