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.