Customer Happiness Advocate at Bay Towel · Corporate…

We are proudly headquartered in Green Bay, WI since 1929. Bay Towel is a privately owned family business that offers linen and uniform rental services, as well as commercial laundry services to businesses throughout Wisconsin. We have a highly diversified processing facility serving a wide variety of industries such as healthcare, industrial manufacturers, food manufacturing, and hospitality. Our core mission and vision guides the direction of the organization; Working Together to Make Every Day Better and Treating Everyone Like Family. We provide unprecedented customer service and the highest quality products. This has aided Bay Towel to continue to be an industry leader in Wisconsin.

Summary/Objective:

The Customer Happiness Advocate serves as a primary point of contact for Bay Towel customers and is responsible for providing exceptional service throughout the customer relationship. This position takes ownership of customer needs by managing account information, resolving service and billing concerns, coordinating with internal departments, and ensuring timely and accurate follow-through.

Customer Happiness Advocates are expected to use critical thinking, initiative, and independent problem-solving to identify solutions while recognizing when additional support or escalation is needed. Team members are cross trained to support all areas of the Customer Happiness department and work collaboratively to ensure responsibilities are covered and customers receive a consistent experience.

Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Customer Service & Account Management

• Primary point of contact for customers by phone, email, and, when necessary, in person.
• Build positive customer relationships by actively listening, understanding customer needs, and providing timely and professional solutions.
• Take ownership of customer questions and concerns through resolution.

2. Customer Orders, Account Maintenance & Billing

• Maintain accurate and complete customer information within company systems.
• Accurately process requests and changes to product orders, inventory changes, garment changes, account updates, credits, and other service-related adjustments and communicate affected departments.
• Assist with questions regarding invoices, statements, payments, credits, and disputed charges.
• Process payments and cash applications, review unpaid balances, and complete account adjustments as necessary.
• Research discrepancies and work with customers and internal departments to resolve billing concerns.

3. Customer Onboarding & Retention

• Support the onboarding of new customers by ensuring account information, billing and payment details, service requirements, and other necessary documentation are accurately established and communicated.
• Promote customer retention by providing a consistent and positive customer experience, identifying the underlying cause of customer concerns, and working toward appropriate solutions.
• Ask thoughtful questions to identify unmet customer needs and potential opportunities for additional products or services.
• Maintain current knowledge of Bay Towel products, services, policies, and processes to provide accurate information and appropriate recommendations to customers.

4. Internal Communication & Coordination

• Work collaboratively with other departments to resolve customer needs and ensure accurate execution of account changes.
• Communicate relevant information clearly and promptly, maintain appropriate documentation, and follow through on open items to ensure requests are completed.

5. Problem-Solving & Accountability

• Use available resources, account history, company processes, and critical thinking to research questions and troubleshoot issues before escalating them.
• Exercise sound judgment in determining appropriate solutions within established guidelines.
• Take responsibility for the accuracy and completeness of work, including reviewing and verifying information before finalizing account changes or communicating information to customers or other departments.

6. Department Support

• Maintain flexibility and cross-training to support department responsibilities as needed.
• Assist team members with workload coverage and contribute to the continued improvement of Customer Happiness processes and the overall customer experience.

7. All other duties as assigned.

Core Competencies

• Relationship Building
• Customer Focus
• Active Listening
• Critical Thinking & Problem-Solving
• Initiative & Accountability
• Attention to Detail
• Organization & Prioritization
• Professional Communication
• Teamwork & Collaboration
• Adaptability