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Executive Services Advocate
Right now, we’re hiring for a Part-Time Executive Services Advocate to join our team to assist with all customer service recovery activities for SafeliteGroup®.
Position Responsibilities:
The Executive Services Advocatewill play a key role in helping us to achieve our goals by focusing on the following responsibilities:
•Answers incoming escalated calls and emails to ensure the customer’s issues are resolved to recover high quality customer experience.
•Verifies the nature and extent of the issue by reviewing and troubleshooting appropriate records and damage documentation to identify a problem resolution.
•Educates the customer about Safelite’s practices and policies to deliver problem resolutions.
•Facilitates resolution through empathetically determining the customer’s service issue and identifying the appropriate solution.
•Provides updates to the appropriate parties as needed, providing new information as it becomes available, and draw to a close with a satisfactory resolution.
•Follows up with the customer to determine the problem has been resolved and ensures customer delight.
•Manages multi-system record keeping, documenting key activities in a clear, timely and concise manner. Appropriately handling confidential and personal information.
•Manages expenses on assigned customer cases to assure a timely and cost effective resolution.
•Maintains favorable working relationships with internal associates throughout the call center and field organization to partner together to provide the highest level of customer experience.
•Promotes the completion of the Safelite® customer survey to monitor and collect feedback on Safelite’s performance.
Qualifications
•Must be at least 18 years of age or older
•High school diploma or equivalent required
•Must be available to work 2nd shift 2:30pm-8pm Mon – Fri & Sat 9am-1pm
•1-2+ years of escalated customer service or customer recovery experience required
•Previous experience within a call center environment with a focus on quality
•Demonstrated ability to handle conflicts and deal with difficult, high-stresssituations
•Excellent negotiation, decision-making, and strategic problem solving skills
•Ability to think creatively through troubleshooting issues while keeping company budget in mind
•Strong interpersonal skills with the ability to work independently and in a team environment
•Adaptability and demonstrated ability to manage change and the ability to work with a sense of urgency to get desired results
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