Customer Experience Representative

Customer Experience Representative Job Description Template

Our company is looking for a Customer Experience Representative to join our team.

Responsibilities:

  • Ability to regularly sit for long periods of time;
  • Ability to multi-task; speaking with customer while accurately logging and recording customer information in to call center databases;
  • Willingness to work flexible schedules including weekends, holidays, and evenings;
  • Provide quality technical support service through one-contact resolution to establish a long-term customer relationship;
  • Sell multiple entertainment products and services as well as hardware systems and accessories;
  • Assist customers with their billing and payments as needed;
  • Regular and predictable attendance;
  • Supports Tier 1 technical support and customer service phone support for external customers;
  • Deescalate upset or irate customers in order to satisfactorily address their customer service needs;
  • Technical support and customer service phone support for external customers;
  • Communicate effectively and professionally with customers and staff;
  • Confer with customers by telephone or by email in order to provide information about products and services;
  • Keep records of customer interactions and transactions, recording details or inquires and comments, as well as actions taken;
  • Coordinate the scheduling and surveying of National Account and Military members household goods moves;
  • Check to ensure appropriate changes were made to resolve customer problems.

Requirements:

  • Proficient computer and Internet skills, including Microsoft Office suite;
  • Ability to communicate effectively orally and in writing;
  • Provide Responses to Consumer Inquiries;
  • Ability to type a minimum of 50+ words per minute;
  • Suggest Compatible Products, Services, and Add-ons (after training);
  • Versed in Compliance Guidelines;
  • Dedicated to excellent customer experience;
  • General knowledge of office equipment;
  • Ability to do detailed work accurately;
  • Listening skills;
  • Detail oriented;
  • Flexible and adaptable;
  • Ability to use word processing software, and use basic math skills;
  • Comfortable working with technology applications;
  • Excellent customer service skills.