Who We Are:
At Intoxalock a member of the Mindr family of brands, we are dedicated to being a force for good. That's why we provide substance use safety, detection and monitoring products and services that help people live responsibly and keep communities safe.
Always aware. Always Guiding. Never Restricting or judging.
What You’ll Be Doing
Advocacy Specialist plays a crucial role in ensuring customer satisfaction by effectively handling escalated inquiries and resolving complex issues. Advocacy Specialists should have exceptional communication, de-escalation, and problem-solving skills as they will be essential in Delivering Amazing Service to our valued customers.
- Handle and resolve real time escalation calls while maintaining excellent professionalism standards according to company policies and procedures.
- Contact customers as needed to resolve outstanding issues escalated through phone and email queues.
- Serve as Supervisor-on-duty every Saturday; responsible for managing all shift needs, including agent support, customer escalations, logging any VTO, following chain of command in regard to system outages.
- Manage the Customer Experience inboxes and respond/act accordingly to what is requested.
- Contact customers regarding their social media reviews and resolve their issues while handling customer escalation follow-ups as requested.
- All other duties as assigned.
Job Requirements:
- High School diploma or GED
- 6+ months employment as customer experience specialist.
- Successfully pass all assessments throughout the training period as well as any ongoing training.
- Maintain quality, expediency, performance targets and good attendance.
- A strong sense of accountability and work ethic with the ability to manage work independently.
- Superior judgement and critical thinking skills to make a well evaluated decision regarding state regulations and company operating procedures.
- Excellent oral and written communication skills.
- Positive, resilient, consistent, customer-centric attitude.
- Patient, team-oriented demeanor.
- 2+ years of call center or help desk environment preferred.
- Bilingual Spanish/English
Work Schedule: M-F 11:30-8:00 CST (choice of day off Tuesday-Friday) Saturday 10:30-7:00 CST
Why work for us?
Check out this list of a few of the many good reasons why we are a Top Workplace:
- Hourly rate range is $18.63-$24.00. Plus metric based performance incentive incentive + 401(k) + benefits.
- We are the nation’s largest interlock provider, and our Mission is to help people live and drive responsibly.
- Mindr won the 2023 Top Workplace Award locally and nationally–and 2024 Best Place for Working Parents Award
- Growth Oriented- 7 years of over 10%+ growth annually. Doubled in employee size over the past 2-3 years.
- A comprehensive and highly competitive benefits package, including:
- Dental Insurance
- Health Insurance
- Vision Insurance
- 401(k)
- Paid Holidays
- Paid Time Off
- Ongoing Professional Training online via Cornerstone
- And more
Equal Opportunity Employer
It is and will continue to be the policy of CST, LLC to practice a program of equal employment opportunity designed to assure that employment and advancement opportunities are made available to all employees and applicants based on individual qualifications and without unlawful regard to race, religion, color, veteran status, national origin, disability, age, gender identity, sexual orientation, sex or genetic information
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
