Senior Customer Advocate

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact.
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Senior Customer Advocate, you will be on the front lines working to surprise and delight each and every customer. You will be responsible for clients from the moment they get in touch with us until their vehicle is in for their appointment. That includes fielding in-bound calls, chats, and emails; dispatching valet drivers; and ensuring that we have optimized the schedule of appointments each day.

We’re looking for someone with a passion for delivering extraordinary customer experiences. While service center experience is a plus, what matters most is your passion for making clients happy and being a quick-study who can pick up our technology and systems quickly.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO

• You will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
• Responsible for triaging inbound and outbound follow up with clients, ensuring timely and effective resolution of inquiries and requests.
• Answer phone calls, manage inbound chat inquiries, and handle all pre-appointment communication to ensure a seamless customer experience.
• Maintain proactive, professional, and courteous communication with clients at all stages of the service journey.
• Manage and communicate with the driver team to ensure timely pickup and delivery of client vehicles, keeping all parties informed and aligned.
• Communicate promptly with clients in the event of any delays, providing clear updates and next steps.
• Proactively obtain and verify information from clients to expedite appointment turnaround time and improve service efficiency.
• Manage and update the CRM list of past, current, and prospective clients, ensuring data accuracy and supporting effective client outreach.
• Manage outreach to existing clients to bring them back in after service reminders and encourage repeat engagement.
• You are expected to deliver service excellence and maximize customer satisfaction by anticipating client needs and providing proactive solutions.
• Collaborate with internal teams to identify and recommend process improvements that enhance customer experience and operational effectiveness.

Requirements:
WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us! #beboldr

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction

YOU HAVE…

• At least a bachelor’s degree in any field you’re passionate about!
• 3 years of customer service experience preferably from automotive, hospitality or retail industry (may it be email, phone, or chat support).
• Previous experience supporting SaaS products.
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
• Excellent reading comprehension, and verbal, and written communication skills.
• Strong and effective phone contact handling skills.
• An ability to understand and communicate complex ideas to customers, both verbally and in written form.
• Knowledge and experience with Intercom CRM is a plus.
• Aptitude to quickly learn and navigate new technology, systems, and applications.
• The ability to accept feedback gracefully and with an open mind.
• Intermediate understanding of common Customer Experience best practices.
• Customer orientation and ability to adapt/respond to different types of characters.