Customer Advocacy Associate 1

Job Overview:

The Customer Advocacy Associate’s role requires someone that can efficiently analyze customer feedback, accurately categorize the feedback, correspond with customers when appropriate, and partner with various business departments to ensure customer satisfaction.

Responsibilities:

Analyze customer survey feedback and sentiment and edit topic tags as needed using the survey application

Accurately and efficiently, correspond with customers via email and phone as necessary, with urgency, empathy, personalization, and resolution

Ensure all assigned surveys and responses have complete follow-up and closure within established SLAs

Escalate second-level issues to appropriate team members within the CAD department for resolution / customer satisfaction

Escalate any concerns or issues to the appropriate manager / supervisor when required

Assist in documenting operational processes

Assist in creating customer response templates

Identify trends in the feedback and recommend solutions to help resolve business issues to provide exceptional customer experience

Support efforts to improve the process and function of the department