Job Description: Job Summary: The Advocacy Specialist role is designed to foster relationships and deliver on service commitments. The person in this role will act as a communications and systems liaison working to solve existing issues and prevent recurrence. Reports to: Senior Manager, Customer Advocacy Company: Direct Supply is the nation’s leading supplier of equipment, services and eCommerce systems to the Senior Living profession. Since 1985, we have assembled one of the brightest, hardest-working teams in America. Our high-tech culture is fast paced, and our business continues to grow at an astounding rate year after year. Best of all, we are a Milwaukee-based, 100% employee-owned company that offers great opportunities for ambitious, motivated people. Essential Job Functions and Leadership Responsibilities: 1. Act as the operation point of contact for dedicated DSSI customer(s), serving as a resource for DSSI or Direct Supply related questions. 2. Build trust and relationships by living the shared purpose, understanding the customers’ perspectives, listening and asking questions to establish root causes, and working to develop solutions. 3. Diagnose requests and complex issues over email and phone and immediately resolve the issue with the customer or escalate the issue to the appropriate team. 4. Coordinate operational and technical teams internally to deliver agreed upon outcomes. 5. Participate in calls between DSSI and the customer, taking responsibility for the operational needs of the customer. 6. Communicate with key stakeholders at both DSSI and the customer sites, share information as needed, and provide timely progress reports 7. Document and understand customer processes and nuances. 8. Special projects as assigned by DSSI in support of agreed upon customer needs.
Qualifications: Minimum Qualifications: 1. 2+ years of experience working in a customer service or related role 2. Proven ability to anticipate and correct existing and potential customer problems 3. Demonstrated experience escalating customer issues with a sense of urgency 4. Intermediate skills using Microsoft Word, Excel and Outlook 5. Demonstrated history of self-management to deliver results Additional Preferred Skills: 1. Bachelor’s degree Competencies: • Approachability • Peer Relationships • Customer Focus • Integrity and Trust • Functional/Technical Skills • Priority Setting • Personal Learning • Drive for Results • Composure • Dealing with Ambiguity • Organizational Agility • Process Management
Application Instructions: To apply for this or any other position at Direct Supply, please visit DirectSupply.com/Careers. Direct Supply is an equal opportunity and affirmative action employer committed to a diverse workforce.