Customer Advocate

Job Description

Job Description

Description:

At CenterEdge, we understand what it takes to run a thriving entertainment business because we’ve been in your shoes. Born out of a family’s vision to create a unique entertainment destination, we transformed the challenges of managing a multi-attraction venue into purpose-built solutions that empower businesses worldwide. Since 2004, we’ve delivered innovative software and payment solutions designed hand-in-hand with operators to streamline operations, enhance guest experiences, and drive growth.

From family entertainment centers to zoos, museums, and amusement parks, CenterEdge provides reliable tools that help businesses succeed—because your story deserves the best support for its next chapter.

Summary Of Role:

Advocates work directly with customers to understand, troubleshoot, and resolve issues across CenterEdge's product suite. In this role, you will build working knowledge in one or more product areas, and you use that knowledge to take on ticket assignments that match your growing specialization, while staying ready to contribute wherever the team needs you.

This is a role for someone who asks the right questions before reaching for answers. You'll dig into issues methodically, work alongside teammates and internal experts to get to the root of a problem, and document what you find in a way that makes the next person's job easier. That documentation isn't a formality, it's part of how this team gets better over time.

Advocates are expected to meet productivity and quality standards as defined by management and outlined in the team's operating guidelines. You'll also contribute regularly to the knowledge base, capturing what you've learned so institutional knowledge stays with the team, not just with individuals.

On a typical week, most of your time goes to resolving customer issues. The rest is split between knowledge base contribution, receiving coaching, and team meetings.

This is a hybrid role based out of our Roxboro, NC office. Regular in-office days are required; frequency is set at the manager’s or company’s discretion.

What you'll do:

• Handle inbound customer contact across phone, voicemail, chat, and email, responding accurately, completely, and without unnecessary delay
• Make outbound calls to customers by phone when an issue requires follow-up, clarification, or a confirmed close
• Ask clarifying questions to fully understand an issue before attempting to resolve it. Research when you don't know. Escalate when the situation calls for it
• Own your tickets through to resolution. Document what the issue was, what you tried, and how it was resolved
• Meet the productivity and quality standards set by your manager, as outlined in the team’s operating guidelines
• Assist in writing knowledge base articles that reflect what you've learned — specific enough to be useful to a teammate who wasn't part of the conversation
• Spot gaps in existing documentation and flag or fill them
• Participate in after-hours on-call rotation as needed
• Travel occasionally to the customer's site to support in troubleshooting or installation
• This is a hybrid role based out of Roxboro, NC office. Regular in-office days are required; frequency is set at the manager's and company’s discretion
• Participate in periodic team events, training sessions, and company gatherings, some of which may require on-site attendance

What you'll need:

Required Knowledge, Skills and Abilities

• Strong written and verbal communication - you can explain what happened, what you did, and why, clearly enough that someone else can pick up where you left off
• A methodical approach to problem-solving - you work through issues systematically, ask good questions, and know when to bring in help
• Detailed Customer Service experience in a role where you owned the interaction start to finish
• Comfort working in and around software - training on our products is provided

Qualifications Preferred

• Background in entertainment, hospitality, or venue operations - you understand the environment our customers operate in
• Associates degree, some college coursework , or at least 2 years of experience in a comparable position

Physical Demands

• May be required to lift up to 25 pounds
• Must be able to move with ease through a cubicle office environment to access necessary items/staff
• Ability to operate a computer and other office machinery
• Able to travel if necessary

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position. All employees may have other duties assigned at any time.