Customer Service

Customer Experience Specialist

This position is designed to exceed expectations by collaborating effectively, anticipating needs, driving resolutions, and serving with care, compassion, and confidence. The role requires taking ownership of the customer experience while maintaining composure in challenging situations. The ideal candidate will deliver a seamless customer experience both online and offline, demonstrating attentive communication skills with a focus on patience, accuracy, and empathetic listening.

Responsibilities

• Address customer inquiries with timely, accurate, and professional responses while managing multiple contact channels, prioritizing static (case management, outbound calls, and emails) and dynamic (inbound calls, chats, emails) tasks.
• Collaborate with HR service center team members or HR groups globally to achieve resolutions with a sense of urgency.
• Identify at-risk or distressed customer relationships and initiate corrective actions with compassion, utilizing available tools and resources, and escalating when necessary.
• Capture customer feedback to drive improvements in team behaviors and recommend enhancements to overcome service roadblocks.
• Meet or exceed standards for schedule adherence and reliability.

Education Qualification

• Bachelor's degree preferred, particularly in a business-related field. No experience required if a degree is held.

Required Skills

• Strong organizational skills with the ability to handle multiple channels of incoming workload, including phone calls, chats, emails, and appointments.
• Proficiency in using a wide range of technology applications and a broad knowledge base of HR processes and programs.
• Ability to build strong relationships with peers and other HR groups and navigate numerous stakeholders.
• Experience with software such as MS Office Programs, especially Excel, and systems like Workday or Salesforce is highly preferred.
• Fluency in English is required, with excellent telephone, written, and verbal communication skills in Spanish.
• Flexibility to work varied schedules and mandatory overtime during peak seasons.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable. Pay Range: $21/hr to $23/hr