Customer Advocacy Associate

At over 50 years old and counting, B&H has built a reputation as the trusted resource for photography and videography enthusiasts via its NYC Super Store and its award‑winning website. Long known as "The Professional’s Source", B&H is recognized by savvy consumers worldwide for its honest, knowledgeable guidance, expert tips and articles… and always‑great prices.

B&H offers competitive salaries, medical benefits, a 401K plan, employee discounts and opportunities to grow within a high‑energy, low‑attitude environment. Make your move to B&H today!

The Customer Advocacy Associate’s role requires someone that can efficiently analyze customer feedback, accurately categorize the feedback, correspond with customers when appropriate, and partner with various business departments to ensure customer satisfaction.

• Analyze customer survey feedback and sentiment and edit topic tags as needed using the survey application
• Accurately and efficiently correspond with customers via email and phone as necessary, with urgency, empathy, personalization, and resolution
• Ensure all assigned surveys and responses have complete follow‑up and closure within established SLAs
• Escalate second‑level issues to appropriate team members within the CAD department for resolution / customer satisfaction
• Escalate any concerns or issues to the appropriate manager / supervisor when required
• Assist in documenting operational processes
• Assist in creating customer response templates
• Identify trends in the feedback and recommend solutions to help resolve business issues to provide exceptional customer experience
• Support efforts to improve the process and function of the department

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex or gender, marital status, veteran status, sexual orientation, arrest record, or any other characteristic protected by applicable federal, state or local laws.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete this form or to participate in an interview, please let us know.