The Customer Service Advocate – Accounting Specialist is responsible for acting as a liaison, providing product/service information, and resolving any emerging problems that our customer accounts might face accurately and efficiently. The Customer Service Advocate – Accounting Specialist reports to the Team Lead, Customer Success.
Responsibilities:
- Answer product questions and explain technical concepts to a non-technical audience via email, phone, and live chat.
- Help customers better utilize our software by providing best practice consulting and product training.
- Investigate and diagnose system issues via research and testing.
- Effectively communicate with staff at all levels in an organization.
- Remain current on and adhere to updated policies and standard operating procedures.
- Take initiative and act innovatively to help our customers and Daxko succeed.
- Meet weekly, monthly, and quarterly call and case goals.
- Participate in, and/or lead team trainings and professional development opportunities to become a product expert.
Required Education and Experience:
- Bachelor’s degree with an Accounting Major/Minor or related field OR two (2+) years of accounting experience
- Accounting knowledge is a must
- Self-starter mentality with the ability to take ownership of individual work
- Strong interpersonal and communication skills
- Strong computer and multi-tasking skills
- Create, build, and maintain relationships and rapport with clients
- Identify complex problems and information to develop and evaluate options and implement solutions
- Ability to work comfortably in a fast-paced, high-volume call center environment
- Ability to handle stressful situations or dissatisfied customers
- Train and teach others how to use product(s)
- Availability to work 8 hours each day, Monday through Friday with periodic on-call time
Preferred Education and Experience:
- Bachelor’s degree with an Accounting Major/Minor or related field
- One (1+) years of relevant experience
- Customer Service Experience
- Technical, help-desk, or support experience
- Experience using a CRM software, such as Salesforce