Customer Advocate - Office Of The President
Current-Receive complex high priority customer issues and determine investigation requirements to resolve the identified customer concern(s)- Identify, investigate, and bring forward service issues and corrective actions-Log calls as cases in Salesforce for reporting issues-Clearly document case notes outlining the customer dispute, investigation details, resolution, service issues and corrective actions-Identify and articulate the details of any unusual or emerging trends or issues to management to proactively mitigate further issues-Conduct root cause analysis to identify opportunities for improved business processes and procedures and or gaps in internal processes-Provide an exceptional customer service experience to internal and external customers-Call back customers to keep them informed of investigation status-Review and provide responses for correspondence-Handle all inbound calls for the Office of the President, through both verbal and written communication-Provide advice through the Ombudsman's contact line and correspondence-Respond to Customer Service email inquiries
