Customer Experience Representative

JOB SUMMARYThe Customer Experience Representative serves as a key liaison between customers and partners, providing timely assistance, answering questions, and resolving issues in a fast-paced, customer-focused environment. The Customer Experience Representative collaborates with insurance companies and independent adjusters to ensure accurate data collection. This role is centered on delivering personalized solutions tailored to each customer’s unique situation, always prioritizing their needs throughout the process.KEY RESPONSIBILITIESResponds efficiently and accurately via phone, email and CX chat groups to customer inquiries, providing solutions and ensuring that they feel supported and valuedHandles high volumes of inbound and outbound customer calls related to but not limited to building material testing status and results, providing first-call resolution and customer satisfactionResolves customer issues and complaints effectively and efficiently to ensure contractual service levels (SLAs) are metMaintains accurate records of customer interactions and transactionsRecognizes both basic and advanced problems, conducts research, provides resolution and follows up with customers in a timely manner to ensure an outstanding experienceHelps customers use, understand, and get the most out of itel’s products and servicesEscalates any concerns as applicable to the appropriate resource or managerDocuments customer interactions and notifies management of any emerging trendsPromotes a positive and productive environment, supporting teamwork and communicationROLE QUALIFICATIONSEDUCATION & EXPERIENCEREQUIREDHigh school diploma or equivalentAt least one (1) year of customer service experienceOrganized and detail orientedAbility to remain composed and professional in a fast-paced environmentStrong time management and decision-making skillsFlexible and dependable team playerExcellent verbal and written communication skillsProficient with Microsoft Office Suite or related softwarePREFERREDBachelor’s degreeExperience with Salesforce, Genesys and Chat platformsProficient in English and SpanishProficient in at least 60 WPMKEY COMPETENCIESResults-Oriented: ability to plan, schedule and organize professional schedule to achieve strategic goals within or ahead of established time framesAdaptability to Change: ability to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environmentInterpersonal Communication: ability to choose a communication behavior that is both appropriate and effective for a given situation; the ability to understand and manage your own emotions, as well as recognize and influence the emotions of othersTeam Orientation and Collaboration: ability to successfully build and maintain collaborative relationships to work effectively together as a team through shared responsibility, respect, and empathy to complete a shared goal for a common goodAccountability: ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive changeCultural Competence: ability to understand and respect values, attitudes, beliefs, and mores of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventionsWORKING CONDITIONS/EQUIPMENT USEWork is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditionsValid driver license with proof of insuranceMust be able to lift up to fifteen (15) poundsFrequent use of office machines to include telephone, computer, and printer #J-18808-Ljbffr Itel-Laboratorie