Customer Service Advocate
Zenni Optical, United States
Job Description
Customer Service Advocate
Description
Customer Service Advocates have a critical role on Zenni’s award-winning Customer Service team. This role supports a myriad of vital initiatives targeted at providing our customers with a seamless experience when engaging with our team. The right candidate will champion the interests of Zenni customers, ensuring that they receive high-quality and consistent service. This role represents Zenni’s customer-obsessed culture and will contribute to our Voice of the Customer program. The Customer Service Advocate is a part of our Tier 2 team reports to the Customer Service Manager.
Requirements
- Escalations
- Provide subject matter expertise in resolving high-touch, complex issues
- Resolve escalations and maintain ongoing operational processes
- Identify trends and engage with Customer Service leadership to provide recommendations on operational improvements to effectively resolve persistent issues
- Pre- and Post-Sale Support
- Provide a highly personalized shopping experience for customers to ensure satisfaction with every purchase
- Engaged with customers post-sale to check all orders meet customer expectations and satisfaction
- B2B Support
- Manage partnership support inquiries to ensure timely and effective resolution
- Share with stakeholders to improve the user experience for B2B customers
- Build trust and rapport with B2B customers to ensure both customers and B2B partners are highly satisfied with partnership
- Service Recovery
- Proactively reach out via email and voice to customers for those who faced a negative experience during a service interaction
- Provide support and guidance to customers to help turn their poor experience into a positive one
- Identify common themes and pain points amongst customers who leave low CSAT ratings to accelerate improvement within Zenni
- Quality Assurance
- Complete weekly quality evaluations of our BPO team based on goals set by QA leadership
- Participate in calibration sessions with relevant stakeholders to ensure consistent alignment on policy and process
- Identify and surface training needs, corrective actions, and coaching opportunities as an agent of change within Customer Service
What skills do you need?
- Previous experience working in customer support with a passion for helping others
- ABO certified or experience working in the eyewear/optical industry
- Effective communication skills, including the ability to listen effectively, confidently, and diplomatically express opinions and present effectively to varied audiences
- Apply problem solving and critical thinking skills to address customer concerns and provide empathetic resolutions
- Ability to work independently and as a team player
- Must be flexible and understanding that the listed responsibilities may vary based on business needs
Benefits
- Competitive hourly salary and medical, dental, and vision benefits
- Mac or PC hardware and accessories
- Work remotely with access to Zenni offices as needed
- Opportunities for growth and professional development in a financially stable, successful, growing company
As of 01/01/2023, the expected salary range for this position is $20 to $28 (hourly) USD. Actual pay within this range will be based upon several factors, including without limitation education, work experience, certifications, geographic pay differentials, market conditions, and other business and organizational needs. The Company anticipates that the reasonably expected salary for this position could change in the future and, therefore, the Company retains the right to change, modify, or revisit the salary range for the position for various reasons, including the Company’s business needs.