Customer Advocate

Twin Cities Auctions

Customer Advocate

We are seeking a highly motivated and dedicated Customer Advocate to join our team and play a pivotal role in maintaining smooth operations and exceptional customer service. In this position, you will be a key point of contact for customers, managing essential tasks and driving operational excellence. We're looking for an individual who thrives in a fast-paced environment, are committed to precision, and takes ownership of their responsibilities. This role requires strong organizational skills, professionalism, and the ability to manage multiple tasks across key platforms, including HubSpot, RingCentral, and Internal Company Software Portals. Comprehensive training and resources will be provided to set you up for success, including step-by-step guides, templates, call scripts, and access to a supportive team.

Key ResponsibilitiesCustomer Communication & Ticket Management

• Contact customers within 3 hours to address inquiries or schedule services. - Review and link tickets to deals in HubSpot daily. - Ensure tickets are resolved or followed up on within established timeframes. - Retrieve and verify required customer documents, forwarding them to the appropriate department. - Follow up with unresponsive customers to ensure smooth processing.

Task Coordination

• Manage specific workflows based on assigned responsibilities (e.g., donation tickets, bidder tickets, etc.). - Dispatch vehicles or manage customer accounts using assigned platforms. - Confirm service schedules and provide real-time updates across all platforms.

Platform Management

• Update relevant systems (e.g., HubSpot) at least three times daily (e.g., 8:00 AM, 12:00 PM, and 4:00 PM CDT). - Maintain 100% accuracy in data entry and track all customer communications. - Merge duplicate records and ensure all systems are updated promptly and accurately.

Daily Routine

• Morning: Complete all necessary paperwork for the day, review open tickets, follow up on pending requests, and prioritize tasks for the day. - Midday: Update platforms, process customer requests, and schedule relevant services. - Afternoon: Confirm scheduled tasks, update statuses, and follow up on leads or unresolved tickets.

Performance Expectations

• Respond to internal messages (via Google Chat) within 10 minutes. - Answer all incoming customer calls, emails, and chats with impeccable customer service.

• Act on tickets and deals within 3 hours. - Maintain zero customer complaints through professional and timely communication. - Ensure 100% accuracy in all data entry and platform updates.

What We're Looking For

• Highly organized: Able to manage multiple tasks and deadlines with precision. - Customer-focused: Passionate about delivering excellent service and building positive long-term relationships. - Motivated and dependable: Ready to take ownership of the role and go above and beyond to meet goals. - Tech-savvy: Comfortable navigating platforms like HubSpot, RingCentral, and Internal Company Software portals.

Training & Support

We provide a thorough training program with detailed resources, including guides, templates, and scripts. You'll also have access to a supportive team and a dedicated point of contact for any questions.

90-Day Trial Period & At-Will Employment

All new hires will undergo a 90-day trial period to ensure a strong fit for the role and alignment with company standards. During this time, your performance, accuracy, and adherence to protocols will be closely monitored. Successful completion of the trial period will confirm your permanent status on the team. Please note that employment with our company is at-will, meaning that either the employee or the employer may terminate the employment relationship at any time, with or without cause or notice, in accordance with applicable laws.

Role Details

• Pay: Starting at PHP$ 95,000 per month - Schedule: 9:00 AM - 5:00 PM CDT (M,T, Th, F); 5 AM-1 PM CDT (Wed) - Reports to: Meghan Jones () - Additional Requirements: Communicate with Meghan daily upon task completion for further instructions.

If you're a driven and organized individual with a passion for customer service, we want to hear from you Apply now to join our team and make a lasting impact.

Job Type: Full-time

Pay: From Php95,000.00 per month

Application Question(s):

• It's 2:45 AM. You're three hours into your shift supporting a late-night buyer who keeps calling with small questions — and you still have a few hours to go. You're tired, your house is quiet, and the coffee isn't working.

Describe what you do to stay alert, focused, and positive for the rest of your shift — and what your routine looks like before and after a night shift to keep your energy consistent.

Bonus: If you've worked an overnight or rotating shift in the past, tell us a quick story from that experience. What worked well for you? What was hard?

• It's 10:00 PM and your shift just started. Suddenly, a thunderstorm knocks out your internet and you're mid-conversation with a frustrated buyer. You're working from home with no one physically nearby to help.

Describe exactly what you do next. How do you stay online, notify your team, and make sure the customer still feels supported?

Bonus: List the tools, equipment, or routines you personally use to make sure you're always ready and connected during your shift — even on tough days.

• You're working in the support inbox when:

A high-value buyer is calling in angry

A tow truck driver is waiting at the gate and can't get in

A team member is asking you to check if a vehicle has a title

What do you do first, second, and third? Explain why, and how you'd make sure nothing falls through the cracks.

• You're working inside a CRM or ticketing system (like HubSpot, Zendesk, or Freshdesk). A buyer calls to follow up on a support request they submitted three days ago — but you can't find any ticket under their name or email.

Walk us through exactly what you'd do inside the system to locate the issue, update the customer, and make sure it doesn't fall through the cracks again.

Bonus: If you've worked in a CRM or helpdesk system before, tell us which one and what kind of tasks you handled in it (ex: tagging tickets, assigning to teams, building workflows, etc.).

• Imagine it's your third month in this role. You're tired, there's a lot going on, and you're handling back-to-back problems.

Write an email from "future you" to "new hire you," reminding yourself why this job matters, what you're great at, and how to stay cool under pressure.

Work Location: Remote