Customer Service Advocate

POSITION OVERVIEW

The Customer Service Advocate (CSA) is a detail oriented problem solver who will create an excellent customer experience within the Child Care Services office. The energetic individual will model positive interactions with staff and customers in determining child care attendance and in resolving issues. The CSA enjoys working with diverse cultures and communicates with confidence and tactfulness. The CSA has expertise in data tracking, reporting and verification of eligibility for child care attendance and benefits. Success measures include customer satisfaction, retention and data integrity. Bilingual in English and Spanish is preferred.

Expected Positive Outcomes

JOB FUNCTIONS

Benchmark Job

Remote Work Eligible

Essential Functions

Essential Function

Takes immediate action to address and resolve customer and provider complaints

Establishes rapport and credibility with customers and providers by providing excellent customer service in a professional and respectful manner

Answers all customer contact requests as directed; receives and inputs customer details into correct databases

Determines eligibility of the customer when necessary, by verifying records and performing mathematical calculations based on documentation presented

Enters data into databases as directed including the Financial Aid Communication System (FACS)

Works with Management to implement procedures that positively affect customer satisfaction

Essential Function

Takes immediate action to address and resolve customer and provider complaints

Establishes rapport and credibility with customers and providers by providing excellent customer service in a professional and respectful manner

Answers all customer contact requests as directed; receives and inputs customer details into correct databases

Determines eligibility of the customer when necessary, by verifying records and performing mathematical calculations based on documentation presented

Enters data into databases as directed including the Financial Aid Communication System (FACS)

Works with Management to implement procedures that positively affect customer satisfaction