Position Summary: The Customer Advocate’s mission is to ensure the best MyPoints customer experience by addressing inquiries and issues by communicating via email or phone. The Customer Advocate must ensure timely follow-up and escalation of customer issues to minimize disruption to service and overall impact to MyPoints users. Employees must remain current on company implementations, promotions and changes. Must possess a detailed knowledge of policies and procedures with a broad understanding of company operations. May help build and maintain knowledge sources. Act as liaison between clients and internal departments to communicate, research, and investigate customer issues. 

Responsibilities: Manage up to 200 member services tickets daily  Respond to member issues with expediency, accuracy and professionalism  Submit order inquiries to resolve tracking and payment issues  Research and respond to member questions and technical issues  Report bugs to appropriate business units  Maintain the highest levels of customer care while demonstrating a friendly and cooperative attitude  Actively monitor customer experience touch points across the organization  Build and maintain regular reports and dashboards to measure and present core metrics and trends 

Desired Skills and Experience: 3+ years Customer Service experience, knowledge of industry standards preferred.  Build and maintain regular reports and dashboards to measure and present core metrics and trends  Excellent communication skills both verbal and written  Ability to effectively work individually or in a team environment  Competency in performing multiple functional tasks  Actively monitor customer experience touch points across the organization. 

Education/Qualifications: BA/BS degree preferred  3-5 years’ experience in a customer engaged role  Experience with Zendesk reporting  Strong written, oral, and presentation skills  Attention to detail, ability to meet deadlines, and handle multiple priorities  Project management experience and proven ability to manage multiple projects  Creative problem-solver who works well independently as well as part of a team  Comfortable operating in a fast paced, high growth start up environment