What are the responsibilities and job description for the Customer Experience Advocate position at BigIron?
Description
Job Function :
The position contributes to the success of Big Iron by interacting with our customers to provide information, answer questions, and find the best possible solutions when problems arise. This position will champion the idea of minimal contact resolution and be proactive with ensuring users have the best possible experiences while using BigIron Auctions.
Essential Functions :
1. Assists customers by providing support through answering questions, completing account maintenance, or completing other administrative tasks using internal tools and applications.
2. Connect and communicate with internal teams to ask or answer questions to address customer-facing issues.
3. Recognize opportunities with every customer (internal or external) engagement, making discretionary decisions that support the customer experience while balancing company goals or policies.
4. Suggests department improvements to processes to the Customer Service Manager.
5. Actively participates in team meetings, both on a departmental level and a company level.
6. Demonstrates an understanding of any training content and implements experience in day-to-day work activities.
7. Complete other duties assigned and take on special projects as necessary.
Requirements
1. Associates degree preferred, or combination of work-related customer service preferred.
2. Self-starters, who recognize workloads to ensure that essential functions are addressed effectively and make appropriate adjustments when needed to help team workloads.
3. An excellent communicator, both written and spoken, and is willing to over-communicate (with both customers and team).
4. A strong attention to detail and accuracy, with a willingness to dive into complex problems or situations to achieve balanced outcomes.
5. Dedication and sense of accountability with an ability to think critically and to suggest or implement new ideas along with creative solutions when appropriate.
6. Patience, and empathy, with a sense of curiosity to go beyond what internal and external customers expect.
7. Experience or proficiency with using Microsoft Office, CRM software such as NetSuite, and a keen ability to learn how to use various software applications.
