Job Description
Job Description:\n\nJOB SUMMARY Responsible for providing their customers with exemplary service and a commitment to improving the customer experience. Customer Advocacy is a high performance, customer-focused team that interacts with multiple departments throughout PODS. ESSENTIAL DUTIES AND RESPONSIBILITIESTake ownership and/or create customers cases and work them through to resolution; including any additional issues identified throughout the processPrioritize escalated situations to ensure situation is cared for in a timely manner, limiting the impact to the customers experience and future escalations with that customerCommunicate directly with customers along with Franchise and Corporate staff/departments regarding escalated issues in an attempt to resolve open issues and provide a seamless PODS experience to the customerKnowledgeable on company Sales and Service processes, specialty focus on Sales and ServiceResearch all aspects of customers case through available channels and toolsDetermine resolution based on findings, customer's experience and using sound judgmentMaintain a balance between company policy and customer benefit in decision makingHandles issues in the best interest of both customer and company. Resolutions may include the processing of payment back to the customer, providing discounts to current or future ordersAbility to assess and identify root cause and proceed with appropriate action to resolve matter at handAbility to de-escalate a situation and offer solution to both customers and/or Franchise partnersMaintain and fulfill follow up commitments during resolution process through completionEnsure lines of communication are kept open and continue efforts with all parties involved until matter is resolvedAccurate and thorough documentation and tracking on all incidentsIncluding but not limited to: case notes, customer communications, documentation to/from customers including attachments, reviewing findings, resolution and processing of payment when applicableProvide feedback/trends on escalated issues in an attempt to minimize any negative impact on brand or customer experienceProvide feedback to appropriate management on errors/issues to improve agent development and growthHandle Name Change requests to ensure applicable paperwork is received and Rental Agreement acceptedAbility to run and review reports, maintain departmental spreadsheets for tracking purposesDepartmental confidentiality is required at all timesContinuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experienceAbility to interpret, navigate all internal systems related to function: RBMS, OE, AX, CXM and others as neededMay perform other duties and responsibilities as assigned MANAGEMENT & SUPERVISORY RESPONSIBILTIESTypically reports to Management. Direct supervisor job title(s) typically include: Supervisor, Sales/Service Center OperationsJob is NOT directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management) JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)RESEARCH AND RESOLVE:DELIVER EXCEPTIONAL CUSTOMER SERVICE: Able to demonstrate sensitivity to customer needs (both internal and external) and proactively address customer needs; Able to make customer satisfaction a high prioritySOLVE PROBLEMS: Able to apply both rational and creative processes and approaches to identify root causes of problems and solutionsINFORM: Able to keep all appropriate parties up-to-date on decisions, changes and other relevant informationLISTEN: Able to actively listen and convey understanding of the comments and questions of others; Able to understand the situations, viewpoints and feelings of others after expressing own viewSPEAK COMPETENTLY: Able to speak clearly and concisely; Able to use appropriate vocabulary for the audience; Able to get point across unambiguously and check for understandingQUESTION: Able to use effective fact-finding techniques to discover all relevant information; Able to ask questions that are not leading or biased; Able to challenge assumptionsBE STRAIGHT-FORWARD: Able to communicate directly (to-the-point) and rely on fact-based positions; Able to avoid the use of ambiguous language or statements that contain hidden or double meanings; Able to avoid being deceptiveBUILD AND MEND RELATIONSHIPS: Able to use appropriate interpersonal styles and communication methods (both verbal and non-verbal); Able to show consideration for the feelings and needs of others; Able to show awareness of the impact of own behavior on others; Able to recognize when relationships are damaged and take action to improve themINFLUENCE: Able to use effective communication and interpersonal skills to convince others to accept ideas or goals (with or without the formal authority of a higher position); Able to gain agreement and commitment from others to support and implement methods or processesCOLLABORATE: Able to act as part of a larger team outside of the immediate department or group; Able to understand the importance of working with peers in other areas or management to reach "best practice" solutions for the organization; Able to inform and seek information to anticipate and consider the impact of decisions or actions on the overall organizationMAINTAIN COMPOSURE: Able to stay calm and even-tempered when handling a crisis or stressful situations; Able to recognize and respond effectively to unexpected situations or adverse conditionsRESOLVE CONFLICTS: Able to bring conflict into the open and use it productively to enhance the quality of decisions; Able to arrive at constructive solutions while maintaining positive working relationships with those who disagree; Able to help others resolve disputes and reach agreementACT WITH INTEGRITY: Able to demonstrate uncompromising adherence to ethical principles; Able to demonstrate honesty in all actions; Able to admit and correct mistakes promptly; Able to assume full responsibility and accountability for own actionsADAPT: Able to maintain effectiveness by changing personal behavior and work routines / habits in response to new circumstances and requirementsSHOW DIVERSITY AWARENESS: Able to be aware of diversity in the workforce and customer base; Able to understand cultural differences and perceptions; Able to show acceptance of, and respect for, the differences in others; Able to avoid intolerance or encouragement of behaviors that devalue an individual because of differencesBE PROFESSIONAL: Able to project a positive, professional image with both internal and external business contacts; Able to create a positive first impression; Able to gain respect and trust of others through personal image and demeanorBE RESOURCEFUL: Able to be willing to adapt to shifting priorities, multiple demands, ambiguity, and rapid change; Able to develop new approaches to work systems or problem-solving; Able to maximize use of available resources to achieve the best results consistent with company objectives; Able to know who to go to and make use of others' expertiseDELIVER EXCEPTIONAL CUSTOMER SERVICE: Able to demonstrate sensitivity to customer needs (both internal and external) and proactively address customer needs; Able to make customer satisfaction a high priorityDELIVER QUALITY RESULTS: Able to deliver top quality service to all customers (internal and external); Able to ensure all details are covered and adhere to company’s policies; Able to strive to do things right the first time; Able to meet agreed-upon commitments or advises customer when deadlines are jeopardized; Able to define high standards for quality and evaluate products, services, and own performance against those standardsPROFICIENT COMPUTER USER: Able to keyboard, navigate a desktop, type, perform data entry and use required software applications to produce basic correspondence, electronic communication, presentations and maintain spreadsheets and databases. Able to operate general office equipment including company telephone system JOB QUALIFICATIONS: Education & Experience RequirementsHigh School Diploma or equivalent. Associate degree preferred1 - 3 years experience working in a high volume call center or two years in a customer service related environmentPossess math skills sufficient to perform required dutiesOr an equivalent combination of education, training or experience PHYSICAL REQUIREMENTSAbility to sit at a desk and use a computer for up to 8 hours a day; Ability to use hands and fingers to type on a keyboard and use a mouse to navigate; Vision sufficient to view small details on a computer monitorAbility to stand and walk up to 8 hours a day; ability to stoop, bend and lift boxes weighing up to 50 lbs.Ability to hear and verbally communicate using a telephone handset and/or connected headset device WORKING CONDITIONSRegular business hours. Some additional hours may be required.Travel requirements: NegligibleClimate-controlled office environment during normal business hours.May be subject to pre-employment criminal background check and/or drug screening as well as random drug screenings in accordance with company policy JOB SUMMARY Responsible for providing their customers with exemplary service and a commitment to improving the customer experience. Customer Advocacy is a high performance, customer-focused team that interacts with multiple departments throughout PODS. ESSENTIAL DUTIES AND RESPONSIBILITIESTake ownership and/or create customers cases and work them through to resolution; including any additional issues identified throughout the processPrioritize escalated situations to ensure situation is cared for in a timely manner, limiting the impact to the customers experience and future escalations with that customerCommunicate directly with customers along with Franchise and Corporate staff/departments regarding escalated issues in an attempt to resolve open issues and provide a seamless PODS experience to the customerKnowledgeable on company Sales and Service processes, specialty focus on Sales and ServiceResearch all aspects of customers case through available channels and toolsDetermine resolution based on findings, customer's experience and using sound judgmentMaintain a balance between company policy and customer benefit in decision makingHandles issues in the best interest of both customer and company. Resolutions may include the processing of payment back to the customer, providing discounts to current or future ordersAbility to assess and identify root cause and proceed with appropriate action to resolve matter at handAbility to de-escalate a situation and offer solution to both customers and/or Franchise partnersMaintain and fulfill follow up commitments during resolution process through completionEnsure lines of communication are kept open and continue efforts with all parties involved until matter is resolvedAccurate and thorough documentation and tracking on all incidentsIncluding but not limited to: case notes, customer communications, documentation to/from customers including attachments, reviewing findings, resolution and processing of payment when applicableProvide feedback/trends on escalated issues in an attempt to minimize any negative impact on brand or customer experienceProvide feedback to appropriate management on errors/issues to improve agent development and growthHandle Name Change requests to ensure applicable paperwork is received and Rental Agreement acceptedAbility to run and review reports, maintain departmental spreadsheets for tracking purposesDepartmental confidentiality is required at all timesContinuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experienceAbility to interpret, navigate all internal systems related to function: RBMS, OE, AX, CXM and others as neededMay perform other duties and responsibilities as assigned MANAGEMENT & SUPERVISORY RESPONSIBILTIESTypically reports to Management. Direct supervisor job title(s) typically include: Supervisor, Sales/Service Center OperationsJob is NOT directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management) JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)RESEARCH AND RESOLVE:DELIVER EXCEPTIONAL CUSTOMER SERVICE: Able to demonstrate sensitivity to customer needs (both internal and external) and proactively address customer needs; Able to make customer satisfaction a high prioritySOLVE PROBLEMS: Able to apply both rational and creative processes and approaches to identify root causes of problems and solutionsINFORM: Able to keep all appropriate parties up-to-date on decisions, changes and other relevant informationLISTEN: Able to actively listen and convey understanding of the comments and questions of others; Able to understand the situations, viewpoints and feelings of others after expressing own viewSPEAK COMPETENTLY: Able to speak clearly and concisely; Able to use appropriate vocabulary for the audience; Able to get point across unambiguously and check for understandingQUESTION: Able to use effective fact-finding techniques to discover all relevant information; Able to ask questions that are not leading or biased; Able to challenge assumptionsBE STRAIGHT-FORWARD: Able to communicate directly (to-the-point) and rely on fact-based positions; Able to avoid the use of ambiguous language or statements that contain hidden or double meanings; Able to avoid being deceptiveBUILD AND MEND RELATIONSHIPS: Able to use appropriate interpersonal styles and communication methods (both verbal and non-verbal); Able to show consideration for the feelings and needs of others; Able to show awareness of the impact of own behavior on others; Able to recognize when relationships are damaged and take action to improve themINFLUENCE: Able to use effective communication and interpersonal skills to convince others to accept ideas or goals (with or without the formal authority of a higher position); Able to gain agreement and commitment from others to support and implement methods or processesCOLLABORATE: Able to act as part of a larger team outside of the immediate department or group; Able to understand the importance of working with peers in other areas or management to reach "best practice" solutions for the organization; Able to inform and seek information to anticipate and consider the impact of decisions or actions on the overall organizationMAINTAIN COMPOSURE: Able to stay calm and even-tempered when handling a crisis or stressful situations; Able to recognize and respond effectively to unexpected situations or adverse conditionsRESOLVE CONFLICTS: Able to bring conflict into the open and use it productively to enhance the quality of decisions; Able to arrive at constructive solutions while maintaining positive working relationships with those who disagree; Able to help other