Customer Advocate or CSR  

Main Area of Responsibility

The primary responsibility of Customer Advocate I is to provide clear and timely solutions to concerns raised by clients. They are skilled subject matter experts with which customers can rely on for answers. They are the first contact of clients for inquiries & concerns. Serves as the initial point of assistance, addressing issues encountered by customers. As the primary point of contact, Customer Advocate I manages the biggest ticket volume and they are responsible for properly documenting all the relevant information related to the concerns.

Tasks:

Client Interactions:

• Should be able to use these channels to decipher which best to use given the issue at hand:
  • Ticket
  • Online Meeting
  • Call
• The goal is to make clients experts in Sprout products by educating them through any type of customer engagement.
• Work closely with both clients and the relevant Sprout stakeholders to identify needs, provide solutions, and ensure that the clients are updated timely and accurately.

Documentation:

• Responsible for properly documenting all the relevant information related to the concern which is to be sent to the client and potentially used when escalation is required.
• Responsible for filing internal tickets to be passed on to the engineering or product team
• Help clients become experts by contributing to the product Knowledge Base.

Technical Investigation:

• Expected to exhaust all possibilities of issue resolution which includes the use of knowledge base articles (internal & external) and other internal tools.
• Collaborate with different resources and teams in Sprout to solve client issues

Client Satisfaction:

• Should adhere to SLAs depending on severity level and follow escalation matrix when needed.

Tasks:

• Focus on addressing straightforward concerns and provide foundational support
• Assist with general inquiries (Basic Navigation, Troubleshooting, and System Setup)
• Create informational materials for common system concerns
• Acquire information about the issue by examining the symptoms and analyzing the underlying problem.
• Document all the necessary and relevant information related to the concern for escalation.

• Willing to work on shifting schedule
• Preferably with basic HR/Payroll experience
• Customer Support experience is not required but preferred
• Rockstar Customer Service skills
• Good Communication Skills
• Good listening and comprehension skills
• Ability to multitask, prioritize, and manage time effectively
• Has keen attention to details
• Has to be solutions driven, resourceful, and a creative problem solver
• Has a methodical approach in explaining processes
• Business Writing Skills
• Good collaboration and interpersonal skills
• A team-player attitude is essential