An Amazing Career Opportunity for a Customer Service Advocate!

Location: Austin, TX

Job ID: 17048

Do you have a passion to make customer satisfaction your highest priority? If so, we want to hear from you!

Who are we?

HID Global powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4,000 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo

HID’s Customer Service Department:

HID Global is seeking a new team member to join our growing Customer Service team. We are seeking a Customer Service Advocate who will work within a fast-paced environment to ensure that HID Global’s customers get the help that they need through all phases of their ordering experience.

As our Customer Service Advocate, you’ll support HID’s success by:

• Building and maintaining an excellent relationship with customers both internal and external.
• Ensuring customer information is accurate in the CRM Salesforce.com
• Ensuring eBS Oracle is set with accurate defaults for your dedicated customer accounts
• Handling customer queries by phone and email via SF.com case management, escalating any persisting challenges to the Customer Care Team Leader/BU Champion/Regional Sales Manager/Pre-sales as appropriate
• Resolving pre-booking holds with customers and internal stakeholders (issues preventing the booking of orders); escalating any persisting challenges to the Customer Service Team Manager/Senior Advocate or Regional Sales Manager/ Pre-sales as appropriate
• Coordinating with other departments to expedite / resolve customer orders, issues and concerns.

What we will love about your background:

• Demonstrated ability to perform multiple tasks simultaneously to a high degree of quality/accuracy and be capable of consistently achieving team/department goals and SLAs.
• Skilled at functioning effectively under stressful situations and maintaining a positive, appropriate demeanor.
• Solid team player with the ability to resolve customer issues interdependently with other areas of the company as needed.
• Ability to communicate with customers clearly and effectively by telephone and in written communication.

Your Experience and Education include:

• Must have a high school diploma.
• Minimum of 3 to 5 years of customer service experience; preferably in a high technology industry.

Who you are as a Team Player:

• Exceptional communication skills, both written and verbal.
• Willingness to ‘roll up sleeves’ and dive deep into tactical work when necessary.
• Good interpersonal skills, willingness to learn and continue to grow professionally.
• Strong team player and ability to work well with others.
• Proactively seek to adopt and implement diversity into your work, value different backgrounds, experiences and thinking, embrace creating and nurturing a culture of diversity, inclusion, and belonging.

Why ?

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise.
• Innovation: You embrace challenges and want to drive ambitious change.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly.