Client Advocate supporting clients using the Black Diamond Wealth Platform™ solution and building relationships for effective customer satisfaction. Working in a hybrid role to ensure client success.
About the role
- Senior Customer Advocate responsible for customer inquiries and resolving complaints at Boldr. Collaborating with teams to ensure high customer satisfaction and product knowledge.
Responsibilities
- Respond to customer inquiries via phone, email, and chat with empathy, accuracy, and professionalism.
- Provide accurate, valid, and complete information using available tools and resources.
- Handle customer concerns by offering appropriate solutions and alternatives within established guidelines, ensuring resolution.
- Perform problem tracking to ensure issues are properly prioritized, documented, tracked, and resolved.
- Ensure proper and timely escalation of unresolved or complex issues to internal teams or supervisors
- Maintain detailed documentation of customer interactions, transactions, comments, and complaints.
- Stay updated on product and service knowledge to effectively assist customers.
- Provide information regarding product features, pricing, availability, and subscription or account changes.
- Identify opportunities for continuous process improvement.
- Deliver service excellence and maximize customer satisfaction.
- Collaborate with external and internal teams to remain aligned on product updates and service standards.
Requirements
- A bachelor’s degree in any field (preferred).
- At least 3 years of customer service experience (email, phone, or chat support).
- Previous experience supporting SaaS products.
- Strong phone contact handling skills and active listening ability.
- Excellent verbal, written, and presentation communication skills.
- Ability to multitask, prioritize, and manage time effectively.
- Strong customer orientation with the ability to adapt to different types of customers.
- Basic knowledge of Google Workspace and MS Office applications.
- Ability to understand and communicate complex ideas clearly to customers.
- An aptitude to quickly learn new systems and tools.
- Openness to feedback and continuous improvement.
- Intermediate understanding of common Customer Experience best practices.
- Experience with Intercom CRM is a plus.
Benefits
- Private Health Insurance
- Paid Time Off
- Training & Development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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