Customer Care Advocate

Customer Care Advocate Reports To: Customer Care Supervisor FLSA Status: Non-Exempt Summary: The Customer Care Advocate is responsible for providing exceptional customer service and support to Gardner’s valued customers. This position plays a crucial role in maintaining customer satisfaction and ensuring positive interactions between Gardner and its customers. The primary responsibilities include addressing customer inquiries, resolving issues, and offering product or service information. Excellent communication skills, problem-solving abilities, and a customer-centric mindset are essential for success in this role. Job Role/ Responsibilities: Customer Assistance: Provide prompt and professional assistance to customers through phone and email channels. Respond to inquiries and address customer concerns effectively and efficiently. Product / Service Knowledge: Develop an understanding of Gardner’s products or services to effectively communicate features and benefits to customers. Stay updated on product / service enhancements or modifications. Issue Resolution: Analyze customer issues or complaints and work towards finding appropriate resolutions. Collaborate with other teams or departments, if required, to resolve complex problems. Order Processing: Assist customers with order placement, tracking, and fulfillment. Coordinate with the relevant teams to ensure smooth order processing and delivery. Technical Support: Provide basic technical assistance to consumers and dealers by troubleshooting issues, guiding them through the repair process, or escalating complex technical problems to the appropriate team member. Documentation and Reporting: Maintain accurate and detailed records of customer interactions, inquiries, concerns, and resolutions. Customer Relationship Management: Build and maintain strong customer relationships by fostering trust, understanding their needs, and consistently delivering an elevated level of service. Qualifications Excellent Communication: Strong verbal and written communication skills to effectively interact with customers and provide clear and concise information. Active listening skills are crucial to understand customer needs and concerns. Empathy & Patience: Ability to empathize with customers and maintain a calm and patient demeanor. Strong Problem-Solving Skills: Strong analytical and critical thinking skills to assess customer issues, identify root causes, and propose appropriate solutions. Adaptability: Ability to adapt to changing situations, customer personalities, and evolving customer service technologies. Education/Experience High School Diploma or GED Previous call center customer service experience Familiarity with outdoor power equipment and tools (a plus) Job Type: Full-time Benefits: 401(k) matching Flexible schedule Referral program Shift: Day shift Ability to Commute: Salem, OR (Required) Ability to Relocate: Salem, OR: Relocate before starting work (Required) Work Location: In person