Customer Advocacy Specialist

Vintti is revolutionizing remote staffing by prioritizing time zone alignment. We connect US-based SMBs, startups, and firms with Latin American professionals who work synchronously with US schedules. This approach ensures that businesses can maintain their usual workflows, conduct real-time meetings, and collaborate effectively without the typical challenges of working across disparate time zones.

A Customer Advocacy Specialist focuses on fostering strong relationships between a company and its customers, acting as a dedicated advocate for their needs and concerns. This role involves actively engaging with customers to gather feedback, address issues, and ensure satisfaction with products or services. Additionally, Customer Advocacy Specialists work closely with internal teams to drive improvements based on customer insights and promote a customer-centric culture within the organization. Their primary goal is to create loyal, long-term customers by providing exceptional service and representing the customer's voice in strategic decisions.

- Bachelor’s degree in Business, Communications, or related field
- Minimum of 3 years of experience in customer service or customer support roles
- Strong understanding of CRM systems and practices
- Exceptional verbal and written communication skills
- Demonstrated ability to handle high-pressure situations with composure and professionalism
- Strong problem-solving skills and attention to detail
- Ability to multitask, prioritize, and manage time effectively
- Experience in analyzing customer feedback and generating reports
- Familiarity with social media monitoring tools and customer review sites
- Excellent interpersonal skills and ability to build strong relationships with customers
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
- Ability to work collaboratively with cross-functional teams
- High level of empathy and understanding when dealing with customer concerns
- Experience in creating and updating customer service policies and training materials
- Ability to train and mentor new team members effectively
- Knowledge of legal requirements and best practices for handling customer information

- Respond to customer inquiries and concerns via phone, email, and chat
- Investigate and resolve customer complaints efficiently and empathetically
- Maintain detailed and accurate records of customer interactions and resolutions in the CRM system
- Advocate for customer needs and feedback within internal teams to improve product and service offerings
- Develop and maintain close relationships with key customers to ensure their ongoing satisfaction and loyalty
- Conduct follow-up communications with customers to ensure issue resolution and continued satisfaction
- Analyze customer feedback and data to identify trends and areas for improvement
- Generate reports on customer feedback, complaints, and resolution times for management review
- Collaborate with sales, product development, and other departments to address customer issues and improve overall user experience
- Provide customers with product and service information and recommendations tailored to their needs
- Assist in creating and updating customer service policies and training materials
- Train and mentor new team members on best practices and company policies for customer advocacy
- Participate in team meetings and contribute to ongoing process improvement discussions
- Monitor social media and review sites for customer feedback and respond appropriately
- Handle escalated customer issues that require special attention or follow-up
- Ensure adherence to company policies and legal requirements when handling customer information
- Proactively reach out to customers to gather feedback on their experiences and identify potential areas for improvement

The ideal candidate for the Customer Advocacy Specialist role will possess a Bachelor's degree in Business, Communications, or a related field, coupled with a minimum of three years of hands-on experience in customer service or support roles. They should have a deep understanding of CRM systems and practices and be proficient in utilizing social media monitoring tools and customer review sites. The candidate will demonstrate exceptional verbal and written communication skills, a strong ability to handle high-pressure situations with composure and professionalism, and outstanding problem-solving abilities with meticulous attention to detail. They will be adept at multitasking, prioritizing tasks, and managing time effectively while exhibiting excellent interpersonal skills to build and nurture strong relationships with customers. Highly skilled in analyzing customer feedback and generating insightful reports, the ideal candidate will also have experience in creating and updating customer service policies and training materials. Their high level of empathy and understanding, combined with a proactive approach and a positive attitude, will ensure they can address customer concerns with patience and resilience. This individual will be a team player, capable of collaborating seamlessly with cross-functional teams and displaying adaptability and flexibility in a dynamic work environment. Proficiency with the Microsoft Office Suite, strategic thinking, and a strong work ethic, along with the ability to provide and receive constructive feedback for continuous improvement, will further define this candidate's suitability for the role. The ideal candidate's commitment to professionalism, reliability, and dedication, alongside their tech-savvy nature and quick learning ability, will make them an invaluable asset to the team, driving customer satisfaction and loyalty through every interaction.

- Respond to customer inquiries and concerns via phone, email, and chat
- Investigate and resolve customer complaints efficiently and empathetically
- Maintain detailed and accurate records of customer interactions and resolutions in the customer relationship management (CRM) system
- Advocate for customer needs and feedback within internal teams to improve product and service offerings
- Develop and maintain close relationships with key customers to ensure their ongoing satisfaction and loyalty
- Conduct follow-up communications with customers to ensure issue resolution and continued satisfaction
- Analyze customer feedback and data to identify trends and areas for improvement
- Generate reports on customer feedback, complaints, and resolution times for management review
- Collaborate with sales, product development, and other departments to address customer issues and improve overall user experience
- Provide customers with product and service information and recommendations tailored to their needs
- Assist in creating and updating customer service policies and training materials
- Train and mentor new team members on best practices and company policies for customer advocacy
- Participate in team meetings and contribute to ongoing process improvement discussions
- Monitor social media and review sites for customer feedback and respond appropriately
- Handle escalated customer issues that require special attention or follow-up
- Ensure adherence to company policies and legal requirements when handling customer information
- Proactively reach out to customers to gather feedback on their experiences and identify potential areas for improvement

- Empathetic and customer-centric mindset
- Excellent communication skills
- Strong problem-solving abilities
- High degree of professionalism
- Attention to detail and accuracy
- Ability to work under pressure
- Strong organizational skills
- Analytical thinking
- Ability to build and maintain relationships
- Team player with collaborative spirit
- Adaptability and flexibility
- Initiative and proactive approach
- Patience and resilience
- Positive attitude and outlook
- Tech-savvy with quick learning ability
- Dependability and reliability
- Strategic thinking and planning
- Strong work ethic and dedication
- Open to constructive feedback and continuous improvement

- Competitive salary range: $50,000 - $70,000 per year
- Comprehensive health insurance (medical, dental, vision)
- 401(k) retirement plan with company match
- Paid time off (vacation, sick leave, personal days)
- Paid holidays
- Flexible work hours
- Remote work opportunities
- Professional development and training programs
- Tuition reimbursement
- Employee wellness programs
- Life and disability insurance
- Employee assistance program (EAP)
- Casual dress code
- Employee discount programs
- Opportunities for career growth and advancement
- Performance bonuses
- Team-building activities and company events
- Collaborative and inclusive work environment
- Access to cutting-edge technology and tools