Customer Advocacy Team Agent

We are seeking a FULL-TIME Customer Advocacy Team Agent with excellent communication skills to join our team. We are a youth enrichment sports and education company in New York (EST Time zone). This role is not project work; we are looking for a long-term tea ---------- mber to join our team. This role requires communication with the parents via phone and email besides admin duties.

Please apply with a cover letter explaining why you are a good fit for this role, examples of tasks you performed aligned with the job description, and the rate you request, within the range we provided. Please attach your full resume. Please be prepared to provide your references from your previous supervisors.
Compensation: $4 - $6 /hour
Benefits: We have 13th-month pay and limited health care reimbursement for our tea ---------- mbers.

Job Summary: Provide timely and quality customer support relating to program information, enrollments, account management, makeup booking, general policy/program information, etc. As an agent for the Customer Advocacy Team, you will work each day on collaborating with fellow Customer Advocacy Tea ---------- mbers and supervisors, as well as regional operational teams, in order to ensure advocacy for each customer, bridging the connection between company policy and customer requests.

Key Responsibilities:

Customer Support
-Provide timely support for customers via phone, email, & SMS as required.
-Assist with customer outreach relating to enrollment, policy, pricing, feedback, account management, etc.
-Submit refund requests on customers’ behalf.
-Submit feedback on customers’ behalf and collaborate with the regional team to see feedback-related issues through to resolution.
-“There is No 25th Hour” - Act quickly and collaborate effectively in order to find the best solution for each customer.
-Understand the full scope of a customer, and go the extra mile to anticipate potential future needs/questions.

Customer Retention:
-Follow up with customers enrolled for individual days (Bring A Friend, Demos, etc.) to secure enrollment.
-Review, Resolve, Restore: Work with internal teams to review feedback submissions to resolve outstanding issues and restore customer satisfaction.
-Ask questions to dig deeper into the nature of a customer complaint in order to understand all aspects of their concerns and to be able to work towards the best resolution.

Collaboration with Customer Advocacy Team Members & Regional Team:
-Include supervisors in customer follow-up reminders to ensure resolution is reached in a satisfactory and timely manner.
-Execute Ad-Hoc Projects relating to customer communication i.e. waitlist outreach, class consolidation, notifications relating to class adjustments, etc., as assigned by Lead Supervisors.
-Provide support to the operations and managerial teams as assigned.

Additional responsibilities as required

Requirements:
-Full-time (40 hours/week) availability between the hours of 8:00am ET - 5:30pm ET, including weekends
-Access to a computer, headset, and high-speed internet
-Advanced proficiency of the English language. Spanish language proficiency also a plus!
-Personable, hard-working, outgoing, energetic personality
-Superb verbal and written communication skills
-Organizational skills and the ability to work efficiently in a fast-paced environment
-Ability to work independently and proactively on projects and delegated responsibilities
-Ability to work remotely from a quiet environment
-General knowledge of the New York City area/city layout