Customer Service Representative
Centeredgesoftware, Roxboro, NC, United States
All Jobs > Customer Service Representative
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 are responsible for direct correspondence to the customer, providing support across all products. Advocates have developed in‑depth technical knowledge about one or more product areas and receive ticket assignments generally or based on those specializations. Each Advocate will thoroughly document software processes and procedures used to resolve issues. They ensure that all SLA commitments are met, and the quality of service is sufficient. Advocates typically move to this position after having been a Customer Advocate for at least one year.
Advocate are expected to solve at least 60 tickets per week, maintain a satisfaction rating of 94% or above, and produce at least one knowledge base article each week.
On average, an Advocate should spend 70% of their time handling customer issues, 20% planning and projecting time (knowledge base), 5% receiving coaching, and 5% in meetings.
THIS IS A HYBRID (3 DAYS IN OFFICE) ROLE. What you’ll do:
Answer phones, voicemail, online chat, and email inquiries using best practices as instructed to ensure quality service.
Resolves tickets in 45 minutes or less. More complex issues that take more time to resolve are reassigned.
Determine requirements to resolve inquiries by clarifying information, researching troubleshooting techniques, and/or providing feedback to customer.
Meet all SLA and KPI requirements as defined by management.
Document all inquiries, including resolution in a timely manner.
Utilize specialized knowledge to write knowledge base articles that assist other team members with resolving issues.
Identify other knowledge base needs and assist in drafting information.
Serve after‑hours on call when deemed necessary by management.
Travel possibly to customer’s site to assist in troubleshooting or installation when deemed necessary by management.
Work three days in the Roxboro, NC office.
Requirements What you’ll need: Qualifications Required (Knowledge, Skills and Abilities)
Ability to communicate and/or document work completed and processes used in a knowledge base.
Ability to troubleshoot and solve most customer related issues.
Detailed experience in Customer Service.
Qualification Required (Education, Experience, Technical)
Background and work experience in the entertainment/hospitality industry.
A wealth of knowledge of all company‑based Software applications and modules (training provided).
Qualifications Preferred
Associates degree or some level of college OR at least 2 years of experience in a similar 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.
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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 are responsible for direct correspondence to the customer, providing support across all products. Advocates have developed in‑depth technical knowledge about one or more product areas and receive ticket assignments generally or based on those specializations. Each Advocate will thoroughly document software processes and procedures used to resolve issues. They ensure that all SLA commitments are met, and the quality of service is sufficient. Advocates typically move to this position after having been a Customer Advocate for at least one year.
Advocate are expected to solve at least 60 tickets per week, maintain a satisfaction rating of 94% or above, and produce at least one knowledge base article each week.
On average, an Advocate should spend 70% of their time handling customer issues, 20% planning and projecting time (knowledge base), 5% receiving coaching, and 5% in meetings.
THIS IS A HYBRID (3 DAYS IN OFFICE) ROLE. What you’ll do:
Answer phones, voicemail, online chat, and email inquiries using best practices as instructed to ensure quality service.
Resolves tickets in 45 minutes or less. More complex issues that take more time to resolve are reassigned.
Determine requirements to resolve inquiries by clarifying information, researching troubleshooting techniques, and/or providing feedback to customer.
Meet all SLA and KPI requirements as defined by management.
Document all inquiries, including resolution in a timely manner.
Utilize specialized knowledge to write knowledge base articles that assist other team members with resolving issues.
Identify other knowledge base needs and assist in drafting information.
Serve after‑hours on call when deemed necessary by management.
Travel possibly to customer’s site to assist in troubleshooting or installation when deemed necessary by management.
Work three days in the Roxboro, NC office.
Requirements What you’ll need: Qualifications Required (Knowledge, Skills and Abilities)
Ability to communicate and/or document work completed and processes used in a knowledge base.
Ability to troubleshoot and solve most customer related issues.
Detailed experience in Customer Service.
Qualification Required (Education, Experience, Technical)
Background and work experience in the entertainment/hospitality industry.
A wealth of knowledge of all company‑based Software applications and modules (training provided).
Qualifications Preferred
Associates degree or some level of college OR at least 2 years of experience in a similar 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.
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