Customer Support Advocate

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 ]{times="" new="" roman",="" times,="" serif;="" font-size:="" 10pt"=""}