Customer Service Advocate

3 Months ago • All levels

Customer Service

Job Description

As a Customer Service Advocate, you will act as a liaison, providing product/services information, and resolving any emerging problems that our customer accounts might face with accuracy and efficiency. You will create and maintain client relationships, answer product questions, and explain technical concepts to a non-technical audience. Additionally, you will help customers better utilize our software by providing best-practice consulting and product training. You'll investigate and diagnose system issues via research and testing, identify complex problems, and develop and evaluate solutions. You will also effectively communicate with staff at all levels, adhere to updated policies and procedures, and take initiative to help customers and Daxko succeed. This role also involves meeting call and case goals and participating in team trainings.

Must Have:

Build and maintain relationships with clients.
Answer product questions and explain technical concepts.
Help customers utilize software via training.
Investigate and diagnose system issues.

Do you know what it takes to deliver a WOW customer experience? Are you passionate about Customer Service? Daxko's Customer Service Team is looking for a WOW-provider to support its software and engagement solutions. We need someone with personality and versatility that can take initiative, manage team projects, build rapport, and build lasting client relationships. Think you're up to the task? We are only seeking applicants located in or near Birmingham, AL as this position will require you to work at the Birmingham, AL office 2-3 times a week. NOTE: This position will provide support for one or more of our many products - Daxko Operations, CSI Spectrum, Zen Planner, VFPnext or Club Automation. As a Customer Service Advocate, you are responsible for acting as a liaison, providing product/services information, and resolving any emerging problems that our customer accounts might face with accuracy and efficiency. You will also:

Create, build, and maintain relationships and rapport with clients - Answering product questions and explaining technical concepts to a non-technical audience via email, phone, and live chat.
Help customers better utilize our software by providing best-practice consulting and product training
Investigate and diagnose system issues via research and testing
Identify complex problems and information to develop and evaluate options and implement solutions
Effectively communicate with staff at all levels in an organization
Remain current on and adhere to updated policies and standard operating procedures
Take initiative and act innovatively to help our customers and Daxko succeed
Meet weekly, monthly, and quarterly call and case goals
Participate in and/or lead team trainings and professional development opportunities in order to become a product expert