Customer Advocacy Specialist - Military veterans preferred

Job Title: Customer Advocacy Specialist

Location: Remote

Duration: 6 months

Shift Time: General Shift (EST TIME) (Part Time @20 Hr. Per week)

Position Overview

We are seeking a resolute and meticulous individual to join our team as a Part-Time Customer Advocacy Specialist (B2B). This role will primarily involve providing support to project managers, account owners, and marketing teams in a business-to-business (B2B) context by advocating for the needs and concerns of our clients' customers. The ideal candidate will have excellent communication skills, strong organizational abilities, and a passion for delivering exceptional customer experience

Responsibilities

Customer Support: Serve as a secondary point of contact for customer inquiries, feedback, and concerns within a B2B environment. Assist in addressing customer inquiries promptly and professionally via email, phone, or chat platforms. Project Management Support: Utilize project management tools and platforms such as monday.com and similar software to assist project managers in coordinating and executing various initiatives related to customer advocacy within B2B accounts. This may include organizing customer feedback sessions, tracking project timelines, and ensuring timely completion of deliverables. Account Owner Support: Collaborate with account owners to gather insights into customer needs and preferences specific to B2B relationships. Help identify opportunities for improving customer satisfaction and loyalty within the B2B context. Marketing Collaboration: Work closely with marketing teams to develop customer-centric messaging and content tailored for B2B clients. Provide input on marketing campaigns and initiatives to ensure alignment with customer advocacy goals within the B2B sector. Issue Resolution: Proactively address customer concerns within B2B accounts and escalate unresolved issues to the appropriate teams. Follow up with clients' customers to ensure satisfactory resolution and maintain positive relationships within the B2B framework. Documentation and Reporting: Maintain accurate records of customer interactions, feedback, and resolutions within B2B accounts using project management tools and platforms. Generate reports on key performance metrics and trends to support data-driven decision-making within the B2B context.

Qualifications

Bachelor’s degree in business administration, marketing, communications, or related field (or equivalent work experience). Previous experience in customer service, account management, or project coordination preferred, particularly within a B2B setting. Experience with project management tools and platforms such as monday.com or similar software. Excellent communication skills, both written and verbal, with an understanding of B2B marketing, sales and communications dynamics Strong people skills with the ability to build rapport and trust with clients' customers and internal stakeholders. Meticulous with excellent organizational and time management abilities. Proficiency in Microsoft Office Suite Ability to work independently and collaboratively in a challenging environment.

Schedule

This is a part-time, remote position with an expected online schedule that aligns with East Coast working hours. Expected weekly commitment: 20-25 hours per week, up to 32 hours per week. Schedule may include occasional evenings or weekends to accommodate customer needs or project deadlines.

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