Customer Advocate (Government)

AT&T - COLUMBIA, Maryland

The Customer advocate’s main role is to ensure the program provides client-minded services. They use data collection strategies such as online surveys and face-to-face interviews to identify customer needs and preferences. When interacting with customers, for instance, they must ask questions in a clear and understandable manner, while building rapport. Effective advocates are adept problem-solvers and good decision-makers. As they address customer issues, they must analyze several complaints, prioritize them and determine which ones require immediate attention.

Position Responsibilities:

• Handle escalated calls, resolving more complex customer issues in a one and done manner
• Demonstrate outstanding service to identify the source of the issue and work to resolve customer inquiries and issues in a timely and professional manner
• Assist customers in navigating websites and encourage and reassure them to become self-sufficient
• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues

The Customer Advocate shall have nine (9) years of experience that may include a combination of work history and education. A master’s degree is equivalent to 6 years of experience, a bachelor’s degree is equivalent to 4 years of experience and an associate’s degree is equivalent to 2 years of experience. The degree must be from an accredited college or university. Work experience must be in knowledge management or learning development. In addition, must have excellent facilitation, program/activity management, and written and oral communication skills.

Required Clearance: Candidate must have a TS/SCI polygraph clearance


AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V

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Posted: 30+ days ago

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