Check with seller Customer Support Advocate Carrollton

  • Location: Carrollton, Texas, United States

General Summary

Quadient USA has an immediate opening in the Dallas area for a Customer Support Advocate with two years of customer service experience. This position is responsible for handling incoming customer repair, supply and postage support inquiries in the applicable Customer Relationship Management (CRM) system as well as other job responsibilities provided by management. The Customer Support Advocate must actively demonstrate a commitment to customer retention and teamwork as well as provide an exemplary customer experience in every interaction. The ideal candidate will have experience in customer service and detailed problem solving. The ideal candidate will also possess the initiative to seek and embrace change, the ability to improve the company by establishing and achieving goals and a style of communication that is open and honest.
Essential Duties/Responsibilities

Responsible for promptly handling incoming calls and email inquiries for district, dealer and customers - this includes handling a variety of call types based on the needs of the business
Provide first call resolution when troubleshooting depot repair equipment
Research and resolve routine requests and customer concerns
Obtain the needed information to efficiently create a service request or a case for resolution
Participate in complicated customer concerns and requests, with other teams and departments as needed, to facilitate and expedite resolutions
Interact with internal and external departments to resolve issues
Proactively engage customers to determine if they require supply items for mailing needs
Ensure database accuracy (i.e. the customer account detail reflects the most current information for the service request, case or order created)
Provide management team with any outstanding issues to ensure consistent customer satisfaction
Respond to voicemails, emails and faxes in a timely manner
Embrace every opportunity to exceed the expectations of both our internal and external customers
Support other work groups as needed on a daily basis
Other duties as assigned

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