Customer Exp Advocate I

Overview

The Customer Experience Advocate (CXA I) receives transactions (voice and/or non-voice) from RealPage clients including Property Management Companies (PMC), residents and consumers needing assistance regarding RealPage products. The CXA I, will quickly respond by identifying the needs, accurately record all issues and provide a resolution. The CXA I is responsible for providing outstanding customer experience to clients and prospects, responding to inquiries, and resolving customer complaints in a professional and timely manner. This role works closely with other departments to ensure overall customer experience and loyalty

Responsibilities

• Must advocate for exceptional customer experience, by removing identified roadblocks that hinder a seamless end to end customer journey
• Provide exceptional customer service through prompt, accurate, and knowledgeable responses to customer inquiries and complaints
• Respond to transactions (voice and/or non-voice) and assists with servicing transactions within assigned Front Office and Resident Solutions products and services.
• Must have solid understanding of the assigned Front Office and Resident Solutions products and services
• Maintain ownership of customer issues from receipt of the initial request to resolution
• Manges and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results.
• Utilizes reference materials to provide confident, accurate, and efficient information. Develops and maintains product, procedural and technical systems knowledge.
• Documents tasks and customer interactions as required
• Follow up with customers to ensure their issues have been resolved to their satisfaction
• Proactively utilize customer feedback to identify opportunities for improvement

Qualifications

Required:

• High School Graduate or Some higher education preferred (Bachelor's degree)
• 2+ years of customer service/call center experience
• Minimum of 6 months Experience as CCA

KNOWLEDGE/SKILLS/ABILITIES

Required:

• Excellent customer service and verbal/written communication skills
• Flexible with work hours to meet business hours of operation and workload needs as manager schedules (including availability to work overtime as required)
• Excellent problem-solving skills required
• Exhibits professional demeanor, is accountable, accurate, customer responsive and advocate
• Technologically proficient, working knowledge of Microsoft Office Suite including Outlook, Excel, and Word, and proprietary company systems
• Must be available to work weekends Physical Demands and Working Conditions

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.