Sr. Customer Advocate

As a Sr. Customer Advocate at Boldr, your primary responsibilities will include interacting with customers to address inquiries, resolving complaints about clients’ products and services, and collaborating with various teams to ensure exceptional customer service. Your role will also involve tracking problems, prioritizing and documenting issues, and identifying continuous process improvement opportunities, all while maintaining the highest degree of professionalism and empathy.

To qualify for the Sr. Customer Advocate position at Boldr, candidates should have at least a bachelor’s degree in a relevant field along with a minimum of three years of customer service experience, which can include email, phone, or chat support. Familiarity with cloud-based applications and excellent verbal and written communication skills are also essential. Additionally, having knowledge of customer experience best practices will be beneficial.

Essential skills for the Sr. Customer Advocate role at Boldr include analytical thinking, effective communication, and strong problem-solving capabilities. It is crucial to have excellent phone-handling skills and an aptitude for understanding and conveying complex ideas simply. Being open to feedback and adapting to various customer personalities are also important traits for success in this role.

Yes, Boldr recognizes the importance of continuous learning and development for the role of Sr. Customer Advocate. We offer comprehensive training programs that equip our team members with the skills necessary to excel in customer interactions and stay updated on our products and services. This commitment to training ensures that each advocate can provide top-notch service to our clients.

At Boldr, the team culture is dynamic, authentic, and built on meaningful connections. As a Sr. Customer Advocate, you'll be part of a collaborative group that values curiosity and the commitment to excellence. We empower our employees to share their unique talents and perspectives, creating a supportive environment where everyone is encouraged to contribute to our mission of impact.

When prioritizing tasks as a Sr. Customer Advocate, I first assess the urgency and nature of each inquiry. I use metrics like customer impact and time sensitivity to categorize inquiries. Maintaining organized records allows me to ensure that urgent issues are addressed promptly while handling other inquiries efficiently without sacrificing quality of service.

Absolutely! One time, a customer was frustrated due to a delay in service. I actively listened to their concerns, empathized with their situation, and informed them of the steps I’d take to resolve the issue. By maintaining clear communication and following up until the issue was resolved, the customer felt valued and ended up expressing gratitude for the support provided.

In such situations, I believe it’s best to be transparent. I would inform the customer that I’m not sure of the answer but will find out for them. I would quickly reach out to my colleagues or resources to get the correct information and follow up with the customer as soon as possible to provide them with accurate answers, ensuring they feel cared for throughout the process.

Effective communication with customers relies on several techniques, like active listening, empathy, and clear articulation of information. I make it a point to ask clarifying questions to fully understand their concerns and reiterate information in a simple manner. Additionally, it’s crucial to maintain a positive tone to foster a supportive interaction.

To keep my product and service knowledge current, I engage in regular training sessions offered by the company, actively participate in team meetings, and continuously seek feedback from peers. I also invest time in reviewing resources, webinars, or tutorials that highlight updates and changes in our offerings.

When dealing with difficult customers, I prioritize staying calm and composed. I listen attentively to their concerns without interrupting, acknowledging their feelings. Then, I ask open-ended questions to identify the root of their frustration and work collaboratively to find a satisfactory resolution.

Providing service excellence involves a few key steps: understanding customer needs, ensuring timely responses, maintaining a positive demeanor, and consistently following through on commitments. I also seek feedback from customers to identify areas for improvement and adjust my approach accordingly.

Promoting customer satisfaction starts with understanding the customer’s expectations and delivering on them. I strive to go above and beyond by anticipating customer needs, offering personalized solutions, and following up to ensure that concerns are resolved. Building trust and rapport is vital in enhancing customer satisfaction.

The most important quality for a Sr. Customer Advocate is empathy. Understanding and relating to customers' emotions and experiences allows me to connect with them on a deeper level, leading to more effective problem resolution and stronger relationships.

I view feedback, both positive and negative, as an invaluable tool for personal and professional growth. For positive feedback, I acknowledge it with gratitude and continue to build on the strengths it reinforces. For negative feedback, I take it constructively, reflecting on the comments and making adjustments to improve my performance moving forward.