Handle inbound and outbound customer calls, email, and chat to provide exceptional service and first-contact resolution. Update customer records, explain products and services, record customer information, escalate when needed, and collaborate with team members to improve processes. Participate in training and special projects, maintain company policies, and work scheduled hours including some Saturdays.
Job Summary & Responsibilities
As a Customer Experience Specialist, you are part of a team supporting and serving our customers and clients through inbound and outbound calls. You will be expected to demonstrate a resourceful and quick thinking mindset that will assist with callers and answer questions in a concise manner as well as providing an exceptional and committed customer experience to our users through phone, email, and chat support
Reports To
Customer Experience Manager
- Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience
- Strive for first-contact resolution with each interaction
- Take ownership and tackle potentially complex and heightened user concerns with a positive and supportive attitude while making decisions and judgments to appropriately resolve those situations
- Collaborate with other team members to ensure consistent and seamless services while also exercising time management and task prioritization
- Work with team leaders to identify opportunities to improve processes, products, and services
- Update customer information in the system during and after each correspondence
- Answer incoming calls from prospective customers to explain services and products offered while providing additional service offerings
- Become proficient with client programs and develop product knowledge
- Record and verify names, addresses, purchases, and reactions of prospective customers
- Handle incoming calls (orders, inquiries, complaints, etc.) and direct calls for further problem resolution if necessary
- Participate in learning opportunities for process improvements, time management, and technology skills
- Follow company policies and procedures
- Special Projects and other duties as needed
- High School Diploma or GED
- Previous 2-3 years of call center experience
- Naturally positive, helpful, and courteous attitude
- Willingness to assist with client’s needs
- Demonstrable patience and attentiveness in all communication and interactions
- Comfortable working in a fast-paced and very active group environment
- Able and willing to work cooperatively with team members to build a strong sense of camaraderie and teamwork
- Self-motivated to provide top notch customer service
- Exceptional verbal and written communication skills
- Detail-oriented with strong organizational skills
- Ability to think critically and creatively in order to proactively and independently solve problems
- General math skills
- Maintain a positive and professional attitude and outlook with customers and coworkers
- Adhere to attendance and scheduling policies
- Excellent Microsoft Word / Excel / Outlook Software Skills
- Hours: 40 hours per week plus one to two Saturdays per month
Physical Demands / Environmental Factors
- While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear
- Occasionally required to stand and walk
- Must frequently lift and/or move up to 10 pounds
- Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus
- Some regional travel required
$24.00
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