Customer Care Advocate

We are looking for support experts who are passionate about providing small business owners with the best customer experience in the world. You will guide our customers through our Payroll and Taxes products and act as their advocate internally to influence our product decisions and roadmap. You’ll address real problems and deliver an exceptional customer experience, all while jumpstarting your career in the high-growth tech industry, gaining invaluable experience that will last a lifetime.

Here's what you'll do day-to-day:

You will provide exceptional customer service by interacting with small business owners to resolve inquiries via email, chat, and live phone shifts, the latter lasting up to 8 hours during periods of high inbound call volume. 

You will stay up-to-date with new products/features and be able to consistently communicate these updates to customers in a way that ensures an exceptional customer experience.

You will be able to perform your duties in a fast-paced environment, being able to adapt to change quickly in order to quickly resolve customer issues.

You will be required to expand your critical thinking skills and knowledge in order to answer progressively more challenging/complex customer inquiries.

You will work in close collaboration with other advocates as well as collaborate across the company in order to influence product development.

You will be flexible in order to accommodate annual volume spikes ranging from December through March where we require additional weekend overtime and blackout periods for paid time off in order to provide the best service possible to our customers. 

You will be able to deliver exemplary customer service using a “search first” mentality.

Here's what we're looking for:

6 months - 2 years of work experience in a customer-facing role

Preferred: 1 - 2 years experience in a contact center environment, and/or processing payroll

A consummate teammate, ready to wear multiple hats, inspire those around you and work collectively while priding yourself in maintaining a professional brand and image

Proactive problem solver with incredible critical thinking skills, comfortable with a role heavy in customer interaction for a minimum of 24 months

Conflict resolution skills and a personality that thrives in a dynamic environment

Great written and verbal communicator

Daifuku offers an excellent compensation package including great benefits such as excellent medical, vision, and dental insurance, paid vacation time, paid sick time, and paid holidays, Flexible Spending Programs, and more.

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