Customer Advocate Senior Associate - GBP (Hybrid)

Google Operations Center; Southaven (MS); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health insurance

Parental leave

Onsite meals

Job summary

Google Operations Center is seeking a Customer Advocate Senior Associate in the United States to assist customers via call, chat, and email. You will resolve issues in line with defined processes, maintain quality metrics, and collaborate with other departments to ensure customer satisfaction.

The role emphasizes strong written and verbal communication, problem-solving, and the ability to manage multiple tasks in a fast-paced environment, with onsite support and comprehensive benefits.

Qualifications

• High school diploma or equivalent practical experience.
• Excellent written and verbal communication skills with strong attention to detail.
• Problem-solving and multi-tasking skills with the ability to adapt and adjust to business processes.
• 2 years of strong work experience with Customer Service background.

Responsibilities

• Performing call and chat support to the customers in line with the processes/procedures defined using effective, clear and professional written and oral communication.
• Provides prompt and efficient service to Customers including the appropriate escalation of customer issues.
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.
• Maintains performance metrics including quality, productivity, first contact resolution, and attendance.
• Actively seeks solutions through logical reasoning, data interpretation and data trends.
• Liaise with other departments and teams as required to resolve Customer issues and questions.

Skills

High school diploma

Excellent written and verbal skills

Problem solving

Multi-tasking

2+ years customer service

Education

High school diploma or equivalent

Job description

Join Us!

Join Us!At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us! As a Customer Advocate Senior Associate, you will help customers in the moments that matter. You will be responsible for providing excellent customer service as you answer questions and resolve issues over call, chat and email.

Position Responsibilities

• Performing call and chat support to the customers in line with the processes/procedures defined using effective, clear and professional written and oral communication
• Provides prompt and efficient service to Customers including the appropriate escalation of customer issues
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed
• Maintains performance metrics including quality, productivity, first contact resolution, and attendance
• Actively seeks solutions through logical reasoning, data interpretation and data trends
• Liaise with other departments and teams as required to resolve Customer issues and questions

Required Skills

• High school diploma or equivalent practical experience
• Excellent written and verbal communication skills with strong attention to detail
• Problem-solving and multi-tasking skills with the ability to adapt and adjust to business processes
• 2 years of strong work experience with Customer Service background

Preferred Qualifications

• Previous contact center experience a minimum of 1 year
• Knowledge or experience with Google Business Profile (GBP)
• Demonstrated experience in fast-paced customer service and/or support environments with a passion for customer experience and satisfaction
• College, advanced degree, or equivalent practical experience

Required Certifications

• N/A

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage
• We support your family with gender-neutral baby bonding leave, 24-26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

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