Description
Title: eCommerce Customer Advocate
Duration: 6-12 month contract
Rate: $23.50/hr. + medical benefits
Number of Positions: 1
Years of experience: 3-5 years
Manager Notes:
- Will assist new customers and some internal stakeholders at the client site on a new sales tool they are using that adds more functionality to the current web site
- Will add new functionality to the already existing tool-helps to create lead generation, build proposals, lead calculations, etc.
- Will help assist with demo's and webinars to demonstrate the tool and its functionality
- Will talk to customers about pricing and how to use the tool
- Basically customer service to the new customers answer all their questions on how to use the tool
- Very customer facing so must have very good communication skills
- May need to help with some UAT testing on the new functionality
- Must be technical enough to walk new customers through the system to teach the tool and then they will be the point of contact for those when they have questions
eCommerce Customer Advocate Lead
Purpose of Role/Organizational Unit:
The eCommerce Customer Advocate Lead will
Essentials Duties:
- Support and drive customer understanding of the client Sales Tools via outbound calling, leading the outbound call team, and/or provide direct customer support via phone, email or Live Chat.
- Develop a working knowledge of the eCommerce sales tools and become a trusted customer advisor to drive etools adoption and customer satisfaction
- Provide demos via WebEx or phone calls to prospective customers, guiding them through setup and usage
- Document requests for new features and enhancements
- Validate production issues and escalate technical issues as needed in Service Now or TFS
- Continuously improve our customer knowledge base with content updates and basic asset production
- Help drive customer testimonials and case studies
- Collaborate with eCommerce Manager in the management and execution of project tasks
- Maintain a high benchmark for customer response times
- May have account responsibility with quota
- Limited outbound selling to promote company promotions
- Support the overall eCommerce and Digital experience strategy
- UAT of new features as needed
Experience:
- Exposure to or management of Live Chat sessions and/or setup
- Preferred experience with outbound calling and call scheduling
- Strong understanding of Webex and/or other online conference/demo tools
- Ability to coordinate the setup of customer feedback sessions
- Ability to coordinate other PRO's advocates in outbound calling, teaching and feedback collection