Customer Experience Advocate

JOB SUMMARYThe Customer Experience Advocate is responsible for providing an effective customer experience for all internal and external customers by using excellent, in-depth knowledge of company products and programs.SPECIFIC JOB DUTIESCompany FocusAccomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments; and discussing those ideas with Customer Experience leadership.Ensure proper corporate messaging, reading from scripts as needed to ensure this is achieved.Provide feedback to Customer Experience leadership on the efficiency of the customer experience process.Keep abreast of new company products and services.Customer FocusCommunicate with customers via phone, email, mail, chat, text, or social media.Obtain and evaluate all relevant information to handle product and service inquiries.Respond promptly to customer inquiries.Processes customer orders/changes/returns/repairs according to established department policies and procedures.Answer product and service questions for customers; suggesting information about other products and services.Provide timely and accurate information in response to inquiries, order status, concerns and requests about products and services.Handle questions regarding changes in policies or procedures.Provide pricing and delivery information for orders.Perform customer verifications.Attempt to persuade customer to reconsider cancellation of order.Keep thorough documentation of customer interactions and transactions, recording details of inquiries, comments, complaints, and actions taken.Answer questions about warranties or terms of sale.Process paperwork related to credits/adjustments.Process paperwork related to repairs and returns.Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.Escalate to Customer Experience leadership, as needed, for unresolved issues.Suggest solutions when a product malfunctions or a customer is experiencing product difficulty.Inform customer of deals and promotions.Up-sell products and services.Work with Customer Experience leadership to ensure proper customer service is being delivered.Provide timely feedback to Customer Experience leadership regarding service failures or customer concerns.TeamworkCommunicate effectively with team members within the customer experience department.Communicate and coordinate with internal departments and external partners to resolve issues and provide superior service.Contribute to team effort by accomplishing related results.Partner with the sales team to meet and exceed customer's expectations.Assist Customer Experience leadership with training of Customer Experience Associates on new products and services.Active participation in the training of new hire employees on the team.Periodically may require, either in an office, warehouse, or off-site environment:Reaching, pushing, pulling, lifting, or carrying of product or materials; possibly moving pallets via pallet jack between locationsBending, stooping, or walking of product back and forth between different locationsPacking or unpacking of boxesSetup and tear down at events30 pounds maximum; anything more than 30 pounds must be moved/lifted with another team memberOther duties as required.SKILLS / QUALIFICATIONSPhone Skills, Listening Skills, Documentation Skills, Detail-Oriented, Problem Solving, Resolving Conflict, Analyzing Information, Multi-tasking, Time ManagementCOMPETENCIESCustomer Focus, Communication Proficiency, Teamwork Orientation, Technical Capacity, Adaptability, Initiative, Quality Focus, Senior-Level Product Knowledge, Market KnowledgeLOCATIONPosition based out of the Huntington Beach headquarters location. Remote or hybrid options may be available.TRAVELOccasional travel may be requested.REQUIRED EDUCATION & EXPERIENCEHigh School Diploma and three years' related experience.PREFERRED EDUCATION & EXPERIENCEBachelor's degree and 3-5 years' related experience.