Customer Service Advocate - Source Global, PBC

Job Title: Customer Service Advocate
Report To: Director of Strategic Asset

SOURCE is looking for a Customer Service Advocate to join our Customer Success & Product Support team. The Customer Service Advocate role requires a “go getter’ personality, someone who embraces challenges, initiates problem-solving, possesses a high level of attention to detail, and is comfortable with adopting new technologies. The individual must demonstrate initiative, multitasking abilities, work well under pressure, adaptability to change, and the capability to complete assignments in a timely manner.

In this role, you will:

• Initiate regular check-ins with customers to assess satisfaction levels and promptly address any concerns or issues.
• Provide proactive support and share insights on how customers can maximize the value of our offerings.
• Identify opportunities for community outreach efforts/signups and provide product education.
• Proactively identify and address challenges or concerns raised by customers, by collaborating with internal teams to find effective solutions.
• Serve as the escalation point for critical issues, ensuring timely and satisfactory resolution.
• Gather and analyze customer feedback to identify trends, areas of improvement, and up-selling opportunities.
• Advocate for customer needs and collaborate with the team to enhance the overall customer experience.
• Identify satisfied customers who can serve as a reference, testimonials, or case studies.
• Encourage and facilitate the creation of customer community to foster engagement.
• Schedule service appointments, review technician's findings, order parts, and ensure technicians are set up for success.
• Ensuring efficient scheduling of service appointments and promptly resolve customer issues
• Dispatch service tickets to technicians and schedule appointments.
• Monitor and optimize schedules, considering drive routes, technician abilities, and real-time changes.
• Ability to assume full responsibility of multiple projects schedules and interface and communicate with cross-functional team.
• Responsible for maximizing company resources, including technicians and equipment, to ensure timely resolution of customer issues.
• Monitor and report on key customer success metrics. Utilize data to identify areas of improvement and develop strategies to enhance customer success.
• Other responsibilities as assigned.

THE IDEAL CANDIDATE

The ideal candidate possesses a "Yes, If" mentality, showcasing grit, tenacity, and a readiness to do whatever it takes to accomplish tasks.

They also will have…

• Proficiency in both written and verbal communication in English and Spanish. (required)• Outreach and/or face-to-face sales experience preferred.
• Construction experience is a plus.
• Excellent communication skills (oral and written), along with strong listening, interpersonal, and negotiation abilities.
• Ability to maintain a high level of energy and positive attitude.
• A self-driven and organized by nature.
• A personable and empathetic personality, capable of building ongoing rapport with customers.
• Proficient in Microsoft Office Suite, including Word, Excel, and Outlook.
• Comfortable with technology and phone systems, demonstrating a quick learning ability.
• Strong attention to detail and accuracy.
• Strong work ethic, with the ability to learn quickly and adapt to change.

WHAT WE OFFER:

• Competitive medical, dental, and vision plans
• Paid Time Off (PTO) , 23 paid holidays, including two weeks of Holiday Break
• Employer-paid short-term disability and long-term disability plans
• Employer-paid life insurance

ABOUT SOURCE

The SOURCE team comes to work every morning with one purpose: perfecting your water and the water of everyone on this planet. Together with our customers, our partners, and our team, we are transforming the human relationship with water.

Our Vision

Perfecting water for every person, every place

Our Mission

Making drinking water an unlimited resource

Our Product

We designed SOURCE: a Hydropanel^TM that meets the drinking water needs of the more than seven billion people on earth. Applying thermodynamics, materials science, and controls technology, SOURCE needs only sunlight and air to make drinking water each day at homes, schools, offices and more.