Customer Advocate

• Provide front-line support to clients via phone, email, and live chat, delivering timely and accurate guidance on ClearStar’s platforms including Aurora, ScreenMeNow, MIS Admin, and Gateway Tools.
• Troubleshoot client issues, analyze service configurations, and deliver clear, actionable solutions.
• Document all case activity from intake through resolution using Zendesk CRM with accuracy and consistency.
• Manage multiple active priorities and cases independently while maintaining quality and follow-through.
• Support client training needs through virtual demos and screen-sharing sessions via MS Teams.
• Explain technical concepts and platform functionality clearly and accessibly to clients with varying levels of technical fluency.
• Provide input on platform features, documentation, and support resources to improve the overall client experience.
• Collaborate with internal teams—including Technical Services, Records & Verification, Sales, Implementation, and Account Management—to resolve cases and ensure accurate client configurations.
• Assist with order management tasks and supplier configuration updates as needed.
• Participate in system testing and quality assurance activities for new features, platform updates, and configuration changes.
• Contribute to internal process improvements and knowledge base development.

Customer Success Advocate

• Welcome in-shop customers and resolve customer concerns quickly and efficiently.
• Manage incoming calls, e-mails and faxes for service issues.
• Confirm and complete work order information, including insurance verification.
• Breeze through administrative tasks such as buyouts, invoices, work orders.
• Review orders from the national contact center and manage dealer part orders.

• Assists Transportation Providers with transportation-related questions and concerns.
• Manages scheduling tasks, including modifying and canceling reservations per provider requests.
• Documents and investigates complaints or incidents, ensuring detailed records are maintained.
• Responds to provider concerns and refers unresolved grievances for further review.
• Ensures accurate entry of trip-related data.
• Supports processes related to trip corrections, mileage/cost adjustments, cancellations, and retroactive trips.
• Answers the Transportation Provider call line with professionalism and courtesy.
• Participates in required meetings and other assigned duties or projects.

Customer Advocate I

• Develops and maintains strong, account-specific operational processes and performance with the customer.
• Performs duties on-site with the customer, reacting in a timely manner to customer information and requests.
• Manages and ensures contract compliance to all agreed terms and conditions.
• Collaborates with off-site personnel to ensure accurate and consistent information is present for the customer.
• Acts as liaison between the Hospital and division department heads to ensure smooth conversions.
• Drive conversions and manages data.
• Provides sales analytics and daily reporting (add to stock part number changes, contract compliance, new quotes, loading/maintaining substitution list, ship to adds, customer set up, etc.).
• Completes Sales analysis for customers and sales teams.
• Supports strategy of the territory sales leader, driving proprietary products with existing and new customer targets.
• Manages pricing, including sharing pricing information and addressing pricing issues with customers.
• Maintains critical products lists, reviews backorder notes with customers/requests action, discusses at risk items, and plans course of action with the customer.
• Manages product substitutions including monitoring inventory, providing suggested substitute options to the customer, and establishing customer approved substitutions.
• Evaluates usage spikes with the customer.
• Reviews remaining allocations with customers and sends requests for additional allocations to PAS.
• Converts additional Not Stocked products to Stock.
• Sets up new accounts/ship-to information.
• Manages reporting needs (providing inventory reports on COI OH balances, providing customer contacts for required reporting & SF cases (OMM), analyzing customer request for custom reports, etc.).
• Performs additional duties as directed.

• Welcome in-shop customers and resolve customer concerns quickly and efficiently -- without breaking a sweat -- often coming up with creative solutions.
• Manage incoming calls, e-mails and faxes for service issues, pricing, warranties, commercial, dispatch, repair, cash, wholesale and same-day reschedules/cancellations.
• Keep all the moving parts running smoothly by confirming and completing work order information, including insurance verification, additional parts and missing information.
• Breeze through administrative tasks such as buyouts, invoices, work orders, managing deleted work orders and processing credit memos and rebills.
• Review orders from the national contact center and manage dealer part orders and special accounts.
• All other duties as assigned.

Seasonal Customer Advocate

• Build and maintain an excellent relationship with customers both internal and external
• Ensure customer information is accurate in the CRM Salesforce.com
• Ensure eBS Oracle is set with accurate defaults for your dedicated customer accounts
• Build your knowledge of HID products; attend training as required
• Deal with customer queries by phone and email via SF.com case management, escalating any persisting challenges to the Customer Care Team Leader/BU Champion/Regional Sales Manager/Pre-sales as appropriate
• Resolve pre-booking holds with customers and internal stakeholders (issues preventing the booking of orders); escalating any persisting challenges to the Customer Service Team Manager/Senior Advocate or Regional Sales Manager/ Pre-sales as appropriate
• Coordinate with other departments to expedite / resolve customer orders, issues and concerns
• Ability to learn complex systems & processes
• Log all communication with customers on the CRM SF.com
• Be proactive – call the customers to inform them of any changes relating to their orders as advised by Production Control and/or CS Order Fulfilment Team Leader

Customer Advocate, French Speaking

• Develop a deep understanding of client's businesses, goals, and challenges
• Apply strategic thinking to identify opportunities for growth
• Collaborate with clients and internal teams to develop proposals/solutions that meet the client's needs and generate new revenue for the Company
• Negotiate pricing, renewals, and contracts
• Ensure timely delivery of products and services
• Monitor client satisfaction and address promptly any issues or concerns that arise
• Possess strong communication and interpersonal skills to build and maintain relationships with clients
• Own knowledge of all products and services offered by the company
• Collaborate with the Client Success team to create a process to connect with clients supporting engagement and high satisfaction rates
• Develop and conduct Quarterly Business Reviews
• Provide ideas for creative sales and marketing tactics

Client Success Advocate – SaaS Software

• Assists Transportation Providers with transportation questions and concerns
• Schedules, modifies, and cancels reservations as requested
• Obtains and documents details of any complaints being filed
• Receives and documents provider concerns
• Ensures accurate trip data input
• Refers unresolved customer grievances to designated department for further investigation and resolution
• Attends all required meetings
• Supports and ensures all company policies and procedures are maintained
• Demonstrates the ability to handle the more complex inquiries from Transportation Providers and members.
• Provides mentoring, guidance, and support to more junior team members.
• Coordinates escalation procedures.
• Supports delivery and training strategies.
• Provides support to staff in pursuit of excellent customer service.
• Negotiates cost of trips outside of contractual agreements
• Answers Transportation Provider line
• Participate in other projects or duties as assigned.

Customer Advocate III

• Manage a portfolio of customers within an assigned region.
• Engage end users and key stakeholders to ensure our solutions are successfully onboarded, configured for real-world workflows, and consistently used in mission-critical scenarios.
• Build and maintain strong, trusted relationships with operational leadership and end users across your assigned customer portfolio.
• Lead regular customer touchpoints (e.g., onboarding, QBRs/EBRs, health checks) to review usage, outcomes, and future needs.
• Apply a “Good-Better-Best” framework to guide customers from basic use to advanced, integrated workflows.
• Monitor account health via adoption, license activation, utilization, and customer feedback data.

• Serve as the main point of contact for assigned clients
• Address client needs, resolve issues, and manage escalations promptly
• Drive contract renewals and pursue cross-sell and upsell opportunities
• Collaborate with internal departments to provide timely service
• Maintain accurate client information in Salesforce

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Customer Success Advocate

Customer Advocate

Customer Advocate I

Customer Advocate

Seasonal Customer Advocate

Customer Advocate, French Speaking

Client Success Advocate – SaaS Software

Customer Advocate III

Customer Success Advocate

Client Success Advocate