sales-marketing customer advocate (support center)

Customer Advocate (Support Center)

Customer Advocate - Support Center 

Los Angeles, CA (This position requires working from the support center office in Pico Gardens)

Reports to: Manager, Customer Advocacy 

We’re Seeking an Extraordinary Customer Advocate in our Support Center!

The mission of Avocado is to be the most respected source for green home products at affordable prices — while maintaining environmentally conscious, ethical and sustainable business practices — to help safeguard your health and protect our planet.

The goal of our Customer Advocacy Team is simple yet lofty: to provide the best customer service experience in the world while advancing sustainable practices and cultivating personal development in the process. We operate as a small, fast-paced, and tight-knit team where your individual contributions will have a lasting impact.

Customer Advocates are responsible for providing high-quality support through various channels. As a team, they are experts in all products and services. They not only support customers but all other teams in the organization. The support they provide can vary from a simple explanation to complex discussions about our sustainability practices.   

What you’ll do:

  • Communicate and respond to customers who have questions or need assistance in a variety of areas (product information, order updates, issue resolution, etc)
  • Master a complete knowledge of products, pricing, and technical information to effectively communicate with existing and prospective customers 
  • Provide phone support in a courteous, comfortable and upbeat energy-filled manner 
  • Courteously diffuse difficult customer situations 
  • Assist with the training and support of remote team members
  • Complete non-customer-facing tasks and/or projects to support Team Leads and Managers  
  • Determining outcomes for issue resolutions; handle and resolve customer issues and situations
  • Assist team with managing the daily workload of call volume and responding to customer emails
  • Assist with suggesting methods to improve area operations, efficiency, and service
  • Reach out to customers who have had negative experiences and work with them to rectify and turn around their experiences
  • Perform other duties as assigned

What you will need to be successful in this role:

  • Outstanding customer service skills and dedication to providing exceptional customer experiences
  • The ability to work a flexible schedule (some evenings and weekends may be required)
  • Personal, adaptable and flexible with the ability to multitask and successfully operate in a high-energy fast-paced, team environment
  • Passion for improving efficiencies, processes, and overall customer experience
  • Ability to remain current with company products, processes, and software tools (Zendesk, Intercom, Aircall, Slack, Confluence, JIRA, etc.)
  • Excellent verbal, written, listening and interpersonal communication skills
  • Strong leadership and coaching skills
  • Well organized and superb time management skills
  • Must be self-motivated and a self-starter
  • High emotional intelligence, ability to be empathetic and place yourself in the customer’s shoes

Where You'll Work:

We firmly believe our people are our greatest assets, and our unique culture gives employees the opportunity to not only make a difference but BE the difference.   

  • Casual Dress work environment
  • Stocked kitchen with a variety of snacks, drinks and ice cream! 
  • BBQ Friday’s 
  • In-office Pool Table, Basketball Hoop, Game Room (Do you like puzzles?)
  • Time-off to volunteer in your community  

Pay rate: $22 per hour/40 hours per week

special offer