As a Customer Experience Specialist (M-F - 9am-5pm), 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
- 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
