Customer Care Advocate

Rockwell Automation; Mayfield Heights (OH); Hybrid; USD 38,000 - 55,000; Full time

Job summary

A leading technology company is seeking a Customer Experience Advocate focused on enhancing customer service. The role involves addressing customer queries, resolving issues, and contributing to process improvements while working in a hybrid environment between Milwaukee and Mayfield Heights. Ideal candidates will have strong problem-solving skills and a high school diploma.

Benefits

Health Insurance

401k

Paid Time Off

Parental and Caregiver Leave

Flexible Work Schedule

Qualifications

• Legal authorization to work in the U.S. required.
• 2+ years related experience preferred.
• Experience documenting customer issues in detail.

Responsibilities

• Provide exceptional customer service and resolve issues.
• Identify process improvement opportunities.
• Work with partners to ensure valued outcomes.

Skills

Customer Service

Problem Solving

Team Collaboration

Education

High school diploma or GED

Tools

Business systems navigation

Job description

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

As part of the Enterprise Customer Experience (ECX) organization, the Customer Experience Advocate provides exceptional customer service. You are passionate about working with customers and team members to answer questions, resolve issues, and bring value to the customer experience every time, minimizing effort to maximize loyalty. You will support our product and service businesses, you will work in an environment where no two days are the same. You embrace change and excel at the challenge of delivering the best possible outcomes for customers. You will also be focused on identifying process improvement opportunities and helping drive those opportunities to implementation. You will report to the Manager, Customer Care and work hybrid out of Milwaukee, WI or Mayfield Heights, OH.

What you do:

• Work with partners to provide accelerated and valued outcomes.
• Prioritize the critical Moments that Matter.
• Have a clear understanding of measurements which measure the customer experience.
• Recognize customer needs and address them with urgency.
• Determine alternative solutions to solve the problem.
• Be a subject matter expert on business processes.
• Identify trend and opportunities for root cause resolution, escalating through the proper channel.

The Essentials - You Will Have:

• High school diploma or GED
• Legal authorization to work in the United States. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

The Preferred - You Might Also Have:

• 2+ years related experience
• Experience interpreting and responding to customer questions and requests.
• Identifying the urgency of tasks and prioritize accordingly.
• Working well in a team environment of collaboration.
• Experience evaluating systems for positive end-to-end customer experience.
• Computer skills and can quickly navigate multiple business systems to process requests within specified Service Level Agreement.
• Experience documenting customer issues in detail in technology and processes.

What We Offer:

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

This position is part of a job family. Experience will be the determining factor. This is a summary of the position's responsibilities and does not reflect the entire scope of work expectations. Our benefits for the US can be found here . Actual pay will be based on factors such as skills, knowledge, education, and experience.

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We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at [phone].

Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.

About the company

At Rockwell Automation, we connect the imaginations of people with the potential of technology to expand what is humanly possible, making the world more intelligent, more connected, and more productive.

Notice

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