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About the Role
The Customer Care Advocate delivers exceptional customer experiences while representing the company brand. This role acts as a liaison between customers, management, technicians, and vendors to resolve concerns, answer inquiries, and improve overall service quality.
Responsibilities
- Handle customer inquiries, account updates, and transactions accurately and timely
- Communicate with customers, vendors, managers, and technicians primarily via phone and email
- Resolve customer concerns on the first call whenever possible
- Deliver professional 5-star service
- Monitor and track 5-Star Reviews for technician bonus programs
- Maintain customer review reporting and respond to comments
- Create reports, identify trends, and provide updates to leadership
- Monitor and update customer concerns in ServiceTitan Task Manager
- Escalate unresolved customer or billing concerns
- Participate in company meetings and training
- Recommend process improvements to prevent future issues
Requirements
- Minimum of 3 years of customer service experience
- Ability to type at least 40 WPM accurately
- Must be able to pass a background check
Skills
- Strong communication skills
- Problem-solving skills
- Organizational skills
- Microsoft Word
- Microsoft Excel
- Microsoft Teams
- ServiceTitan
- Reporting and trend analysis
Location
- Austin, TX
Work Type
- In-office
- 1 remote day per week
Experience Level
- Minimum of 3 years of customer service experience
Education Level
- High School Diploma or GED preferred
Benefits
- Medical, Dental, Vision & Pet Insurance
- 401(k) with 4% company match
- PTO, Paid Holidays & Paid Wellness Time
- Employee Discounts
- Continuous Training and Career Development
About the Company
- Established in 1999
- Austin-based plumbing and air conditioning service provider