Hybrid Contact Center Advocate & Escalation Coach

Citizens; Johnston (RI); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Citizens in Johnston, RI seeks a Contact Center Advocate to deliver personalized customer service via inbound calls and chats, resolve complex issues, coach frontline staff, and support process improvements while maintaining deep knowledge of Citizens products and services.

This hybrid role combines problem-solving with sales-oriented goals, requiring strong communication, multitasking, and a customer-focused mindset to boost retention and satisfaction.

Qualifications

• High School or equivalent required; Associates Degree preferred or 2-3 years of related experience in lieu of degree.
• 2–3 years related experience in customer service/sales.
• World-class customer service skills and expert problem resolution.
• Recognizes and coaches to need-based sales opportunities.
• Thorough knowledge of Citizens products and services.
• Excellent time management; goal-driven with a track record of meeting productivity targets.
• Advanced problem-solving abilities and strong verbal/written/interpersonal communication.
• Ability to learn new concepts quickly; self-starter with minimal supervision.
• Team player with mentoring abilities and superior interpersonal skills.

Responsibilities

• Provide personalized customer service with focus on retention.
• Develop and maintain problem resolution processes for quality responses.
• Address escalated issues and resolve customer inquiries.
• Support and coach front-line colleagues.
• Collaborate with management to resolve complex customer issues.
• Participate in training to become a subject matter expert on customer issues.
• Advocate for customers by recommending process improvements.
• Handle case work and additional tasks to resolve issues.
• Meet established service standards and communicate needs to other teams.

Skills

Customer service

Problem resolution

Sales orientation

Time management

Interpersonal communication

Coaching

Team collaboration

Learning agility

Education

High School or equivalent

Associates Degree preferred or 2-3 years of experience in lieu of degree

Tools

Microsoft Office

Job description

Citizens in Johnston, RI seeks a Contact Center Advocate to deliver personalized customer service via inbound calls and chats, resolve complex issues, coach frontline staff, and support process improvements while maintaining deep knowledge of Citizens products and services.

This hybrid role combines problem-solving with sales-oriented goals, requiring strong communication, multitasking, and a customer-focused mindset to boost retention and satisfaction.