Customer Advocate

• Create, maintain, file, and retrieve Customer Advocacy Department files.
• Maintain and update customer complaint file tracking system.
• Retrieve scanned documents and ensure data accuracy for reporting purposes.
• Maintain all internal/external email inboxes.
• Assist with exception reporting as needed.
• Review Advocate scanned mail and determine handling.
• Maintain accurate and complete records for documentation.
• Participate in internal and external routine audits.
• Provide general administrative support and other duties as needed.

Customer Advocate Specialist

• 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 Advocate jobs in California

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Customer Advocate Specialist

Customer Success Advocate