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Specialist, Customer Advocacy
Ref No.: 17-07282
Location: San Diego, California
Position Type:Contract
Start Date / End Date: 01/02/2018 to 01/01/2019
2 headcount

Quality review of service dept. complaints - review SAP files and compare to TrackWise files to confirm match and service has address complaints

Customer Advocacy is responsible for managing the customer experiences relating to our products and services and for prioritizing business opportunities and product / service solutions. Demonstrates basic knowledge of the product line and how products are used and serviced. Demonstrates knowledge of how to collect basic customer information. Follows written procedures. Raises issues of potential concern to others in the department. Documents accurately customer feedback without adding opinion. Forwards information to appropriate people as defined in written procedures. Ensures that outcome of the issue has been communicated with customer prior to officially closing the complaint file. Typically is a college / university graduate or has equivalent experience Has basic knowledge of theories, practices and procedures in a job family or skill. Applies knowledge and skills to complete own work. Depends on others for instruction, guidance and direction. Develops competence in own area by performing routine work. Participates in clinical pre-sales support, assessment and evaluation of new products and services. Participates in the post-sales assessment, design, implementation and monitoring of new products and services under direct supervision. Participates in customer training and consultation. Provides basic support in driving customer acceptance and utilization of new products and services. Has developed knowledge and skills in own job family; still acquiring / expanding fundamental knowledge and higher-level skills. Applies knowledge and skills to a variety of standard activities. Works with moderate guidance in own area of knowledge.