Customer Advocate

Job Description

“US citizens and Green Card Holders and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time”

Role: Customer Advocate

Location : Schaumburg, IL

Duration : Contract

Description:

Duties and Responsibilities:

• Revenue and Cost Management: Predict revenue, manage costs, and maintain customer satisfaction.

• Service and Installation Agreements: Execute service deals, installations, repairs, and system upgrades.

• Collaborate with Teams: Work with Customer Service Managers (CSMs) and Project Managers (PMs) to address issues and take corrective actions.

• Assist with Payments: Help partners and vendors with payment and billing issues.

• Continuous Improvement: Identify and implement ways to enhance service quality and best practices.

• Customer Escalations: Assist with resolving customer issues.

• Contract Management: Work with the Service Contracts and Subscription Orders (SCSO) team for contract loading, renewals, and change requests.

• Document Execution: Execute contract documents and obtain customer purchase orders.

• Renewal Process Management: Handle the renewal process for simpler service agreements, including customer inventory updates and vendor pricing changes.

• Installations: Close installation agreements.

• Change Requests: Manage changes within a customer’s contract.

• Revenue Forecasting: Participate in accurately forecasting revenue and margins for various agreements and installations.

Specific Knowledge/Skills and Requirements:

• Education and Experience: Associate degree with 1-3+ years of experience in customer service, support, sales support, or account management.

• Financial Understanding: Basic financial knowledge.

• Communication Skills: Strong oral and written communication skills.

• Computer Skills: Proficiency in MS Office or Google Suite.

• Relationship Management: Strong skills in managing relationships.

• Customer Focus: A mindset geared towards customer satisfaction.

A reasonable, good faith estimate of the $20/hr to $23/hr with Benefits for this position