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

Required

Qualifications

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.

Customer Exp Advocate I