Customer Happiness Advocate Intern

Job ID 2022-2858
Category
Marketing & Product Management
Job Locations
US-CA-Irvine
Workplace Arrangement
Hybrid

Overview

SUMMER 2023


Shure offers a challenging, fun and rewarding summer internship program. The twelve-week program is offered to undergraduate students that have completed at least 2 years of college, as well as graduate students. We offer internships with a variety of work arrangements from onsite interns to fully remote in US. Each intern will receive a competitive salary. Applications will be collected, reviewed, and selected candidates will be contacted in late fall/early winter.

 

The Customer Happiness Advocate Intern is a member of the customer service team and the first point of contact for those seeking information or assistance for the Shure Stem Ecosystem. Through a customer-centric mindset, the Customer Advocate Intern will act as a problem solver and liaison for customers as well as a direct resource for customer requests, questions, and/or problems. The Intern offers prompt and professional responses while creating a personal relationship with the customer and maintaining a positive attitude.

 

This Internship can be 100% Hybrid and Remote.

Responsibilities

  • Answer phone calls, emails, and live chat messages – Be the first point of contact for all incoming methods of communication. Communicate in a friendly and efficient manner to offer resources, website and product information, and discover the type of inquiry to assist or direct contacts to the appropriate company personnel.
  • Customer Success (existing account management) – Providing white glove service, finding creative solutions to difficult scenarios, building rapport, and sending weekly email and phone communication to update customer on pending orders, open ticket(s), upcoming changes (firmware, features, etc.), and general questions and/or concerns. Clearly and consistently document and update customer records within Salesforce based on interactions to monitor and report on customer satisfaction.
  • Proof of concept and first-time installation service – Sending shipping notifications, sharing resources, jumping on a Zoom call to support with the install, (if necessary) looping in Tech Support, and working in tandem with the customer to ensure a successful POC (or first install). Report back to Sales with successful POC.
  • Introduction calls – Cover basic understanding of product and platform connectivity, functionality, and integration. Discover the needs, pain points, and the level of the opportunity (when applicable, introduce to Sales if lead is looking to move forward with purchase).
  • Technical Support liaison for the customer – Create Tech Support ticket(s), track escalated issues to ensure customers receive timely solutions, and coordinate and communicate with the customer throughout the RMA journey.
  • Performs other duties as assigned (i.e., report trends, patterns, FAQs, frequent complains, common requests, and Happy Customers to manager)

Qualifications

  • Pursuing an associates or bachelor’s degree in business, communications, or related field preferred.
  • Previous experience working in Customer Service, Hospitality, Sales, Administration, or related industry.
  • Positive attitude when communicating and providing support to customers for all types of issues and inquiries.
  • Ability to complete tasks in creative and effective ways, when necessary.
  • Strong organizational skills and attention to detail.
  • Dynamic and well-spoken, online and offline.
  • Strong writing skills to constantly communicate with customers through chat and email.
  • Problem-solving skills and ability to maintain composure and stay calm in challenging situations.

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed