Customer Experience Specialist

Customer Experience Specialist

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

Responsibilities:

• 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

Qualifications:

• 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