Position Title: Customer Support Advocate

Job Description: The Customer Support Advocate willassist customers by handling inquiries and providing excellent customer service to end users. 

•         Be energetic, upbeat, personable and friendly. 

•         Operate multiple computer applications to assist the caller.

•         Be available to receive inbound calls to respond to the caller’s needs.

•         As needed, make outbound calls to complete transactions.

•         Ask open-ended questions, to assess and understand the need of the caller.

•         Demonstrate proficiency and decision making by solving complex problems using available resources.

•         Handle difficult customer interactions and work to provide resolution. Maintain professionalism, at all times. Provide empathy, understanding, and resolution to callers who may be frustrated with transportation failures.

•         Provide, accept and act on performance feedback from peers, business partners, leadership and customer survey results.

•         Focus on and demonstrate customer-centered goals and objectives.

•         Demonstrate willingness to learn and effectively apply new skills/techniques as demand changes

•         Complete projects in established timeframes, as deemed necessary.

•         Maintain and recognize cultural differences/sensitivity.

•         Professional interactions with end-users and internal management is crucial to success along with the desire to work in a production-based environment. The CSA must meet or exceed goals associated with Quality, Post Call Surveys, Average Handle Time, and Schedule Adherence, while using efficient and appropriate work practices.

The overall goal is to provide customer satisfaction by exceeding customer expectations!