Customer Support Advocate

Great Healthworks Fort Lauderdale , FL 33301

Posted 6 days ago

Great HealthWorks is a vertically integrated, direct response marketing company, engaged in the marketing, sales, and distribution of premium natural health-related products and supplements through all forms of media. We are committed to the health and wellness of our consumers and fully dedicated to extraordinary service for our customers.

Summary

The Customer Support Advocate role requires the ability to appropriately respond to customer inquiries and resolve each matter efficiently with the company's and customer best interest in mind.This position promotes advocacy for the customer and focuses strongly on customer satisfaction.The Customer Support Advocate role encompasses all aspects of customer support, including resolution of grievances and requests via phone, mail, email, and social media.The successful candidate will possess strong communication and organizational skills with an emphasis on conflict or dispute resolution.

Key Responsibilities

  • Provide accurate information regarding Great HealthWorks products or services via various channels (phone, e-mail, mail, or social media)

  • Resolve customer concerns in a timely and efficient manner utilizing available resources with the utmost respect and courtesy

  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

  • Communicate the company's purpose, core values and vision to customers

  • Handle escalated calls, complaints, questions and queries and investigate in order to find a resolution

  • Obtain and examine all relevant information to appropriately disposition or resolve customer inquiries

  • Strategize the best, most efficient way to solve customer issues

  • Retain documentation and provide daily update on progress

  • Participate in activities designed to improve customer satisfaction and business performance

  • Drive the following key metrics:

  • Maintain basic knowledge of Great HealthWorks products and/or services

  • Participate in activities designed to improve customer satisfaction and business performance

  • Perform other relevant duties deemed necessary to achieve department and company-wide goals

Minimum Experience, Education and Qualifications

  • 1-3 years of high volume customer service experience

  • High School Diploma or equivalent; some college a plus

  • Proficient using Microsoft Office

Knowledge, Skills and Abilities

  • Experience in call center activities

  • Effective problem solving and decision making skills

  • Ability to work independently with minimal supervision

  • Highest level of integrity and meticulous attention to detail

  • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

  • Demonstrated patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

  • Excellent verbal and written communications skills

  • Ability to work well in a team environment

  • Ability to maintain confidentiality

  • Excellent organizational skills

  • Ability to gather and analyze information from multiple sources

  • Ability to work regular, full-time schedule with flexibility to work additional hours depending on business demands

EOE, DFWP

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Customer Support Advocate

Great Healthworks