Customer Advocate

Customer Advocate Job Summary

The Customer Advocate serves as PCF’s primary point of contact for clients to ensure timely, professional and satisfactory service. This position will be temporary for an assignment lasting approximately 13 weeks. 

Essential Functions & Responsibilities

• Serves as liaison between clients with respect to service issues.
• Serves as a conduit between the subscribers to communicate service issues.
• Effectively communicates escalated or unresolved subscriber or client issues to leadership in a timely manner.
• Provides timely feedback to PCF management team regarding service issues or customer concerns.
• Conducts all interactions in a positive and professional way.
• Takes initiative to effectuate service issue resolution.
• Receives and enters data into various systems.
• Accurately completes administrative duties such as call logs and various reports.
• Meets deadlines and reporting expectations.
• Other duties as assigned.

Essential Qualifications

Competencies

Knowledge, Skills & Abilities

Technical and Functional

• Excellent verbal and written communication skills
• Understanding of PCF’s client and Delivery Service Provider relationships
• Ability to navigate various IS applications
• Basic knowledge of Microsoft Office applications
• Ability to operate basic office equipment

Required Physical Abilities

• Ability to be both stationary for extended periods of time as well as sit, stand and move about a warehouse-like facility
• Ability to enter data for various IS applications

Working Environment

• Flexible schedule to include weekends
• Maintains a clean and organized work environment

Experience, Education and Certifications Required

Experience Required

• Customer service experience preferred

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