Customer Advocate

Top Job

Located in Pittsburgh, PA

Salary: Up to $16/hr DOE

Customer Advocate    

                                                            

Purpose and Scope of Job:

The Customer Advocate (CA) is the facilitator between customers and the company. This position will be cross trained in various office roles for PTO coverage as well. The CA will be empowered to provide customers with assistance in all areas of the project.

 

Knowledge and Work Experience Required:

Applicant must have a minimum of two years’ experience in customer/client services, call center, help desk, or other applicable service related industries. Good problem solving skills are required. Must be competent in the use of technology and be able to function proficiently in our IT systems; experience with Excel a plus. Must be well organized and have the ability to think on your feet. Must be proactive in your approach to managing customer interactions, customer expectations, and be able to work within the organization to provide the customer win-win solutions. Lastly, the CA must have great business sense and judgement.

 

Major Job Duties:

  1. Execution of the “JUMP” program to ensure customer communication is maintained throughout the project
  2. Main point of contact for the customer in handling a question or problem
  3. Keep the customer updated with timely and frequent information about progress on the project
  4. Facilitate customer resolutions by bringing together the appropriate GDI personnel
  5. Maintain Customer Call Log

 

PERFORMANCE EXPECTATION:

  1. Customer resolutions within 24 hours or less
  2. JUMP program executed 100%
  3. Net score 90% or better in communication on customer service survey
Express Office: Pittsburgh (South)
4141 Brownsville Road
Suite 6
Pittsburgh, PA 15227




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