Customer Care Advocate

About the role

As a Customer Care Advocate, you will act as an advocate for our customers while collaborating across teams to resolve issues, answer questions, and drive efficient solutions. Beyond issue resolution, you are committed to identifying process improvement opportunities and helping guide meaningful change that enhances both the customer and employee experience.

You will report to the Customer Care Center Manager, and follow a hybrid work model based in Mayfield Heights, Ohio.

What you do

• Deliver timely, effective, and customer-focused support across a variety of customer inquiries and business processes.
• Work with other teams and partners to resolve customer inquiries and achieve valued outcomes.
• Prioritize and respond to critical customer moments.
• Understand measurement of the customer experience.
• Address concerns, and create positive experiences throughout the customer journey.
• Analyze problems, identify root causes, and determine solutions and alternatives.
• Be a subject matter expert on business processes.
• Identify trends, recurring issues, and process gaps, escalating opportunities for root cause resolution.

The Essentials - You Will Have

• High school diploma or GED
• Legal authorization to work in the United States. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

The Preferred - You Might Also Have

• Associate's degree
• Ability to work in a hybrid capacity from our Mayfield Heights, Ohio location.
• 2+ years of experience interpreting customer needs and responding to customer requests.
• Experience working in a collaborative, team-oriented environment.
• Experience evaluating and improving end-to-end customer experiences and business processes.
• Experience documenting customer issues, solutions, and process improvements.
• Continuous improvement mindset with experience identifying opportunities that improve the customer experience.

What We Offer

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.

• This position is part of a job family. Experience will be the determining factor for position level and compensation.
• #LI-Hybrid
• #LI-JG1
• We are an Equal Opportunity Employer including disability and veterans.
• Rockwell Automation's hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.