Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

As part of the Enterprise Customer Experience (ECX) organization, the Customer Care Advocate provides exceptional customer service. You are passionate about working with customers and team members to answer questions, resolve issues, and bring value to the customer experience every time, minimizing effort to maximize loyalty. You will support our product and service businesses; you will work in an environment where no two days are the same. You embrace change and excel at the challenge of delivering the best possible outcomes for customers. You will also be focused on identifying process improvement opportunities and helping bring those opportunities to implementation.

Your Responsibilities:

• Work with partners to provide accelerated and valued outcomes.
• Prioritize the critical Moments that Matter.
• Have a clear understanding of measurements which measure the customer experience.
• Recognize customer needs and address them with urgency.
• Determine alternative solutions to solve the problem.
• Be a subject matter expert on business processes.
• Identify trend and opportunities for root cause resolution, escalating through the proper channel.
• Collaborate to develop best practices.

The Essentials - You Will Have:

• Bachelor degree in an Engineering discipline or equivalent.
• 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:

• 5+ years related experience
• Experience interpreting and responding to customer questions and requests.
• Identifying the urgency of tasks and prioritize accordingly.
• Working well in a team environment of collaboration.
• Experience evaluating systems for positive end-to-end customer experience.
• Computer skills and can quickly navigate multiple business systems to process requests within a specified Service Level Agreement.
• Experience documenting customer issues in detail in technology and processes.

What We Offer:

• Comprehensive mindfulness programs with a premium membership to Calm
• Volunteer Paid Time off available after 6 months of employment for eligible employees
• Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• Employee Assistance Program
• Personalized wellbeing programs through our OnTrack program
• On-demand digital course library for professional development

Modality: Hybrid

You will report to: REGIONAL CUSTOMER CARE CENTER MANAGER, LATAM

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

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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.