Will “Customer Advocate” be Automated?

Core Skills & Abilities

• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.

• Check to ensure that appropriate changes were made to resolve customers' problems.

• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

• Refer unresolved customer grievances to designated departments for further investigation.

• Determine charges for services requested, collect deposits or payments, or arrange for billing.

• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

• Review insurance policy terms to determine whether a particular loss is covered by insurance.

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

• Solicit sales of new or additional services or products.

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.