Job Description

The Customer Experience Representative is part of a specialized call center team that focuses on Escalations and Quality. The focus of this role is to provide complaint resolution and to ensure the customer's continued loyalty. In addition to ensuring excellent customer satisfaction, this role is responsible for tracking and reporting business trends to assess any needs for process improvement. Members of this team are exposed to various parts of the business. If you are looking for a position that offers opportunity for continuous learning, professional growth, and career pathing than this may be the position for you!

Location: Remote

Schedule: Monday – Friday, availability between the hours of 10 AM and 8 PM EST, Weekend 8 AM - 4 PM EST (rotational)

Hourly Rate: $20.30 / hour shift differential paid for applicable hours worked (compensation is based on experience and geographic location)

What you'll do daily:

• Handle difficult customer calls in a courteous and professional manner, providing complaint resolution and ensuring the customer's continued loyalty to our brand.
• Provide satisfaction and one call resolution to any customer who is requesting their call to be escalated, as well as quality complaints or concerns.
• Assess needs and suggest alternative products or services and handle situations that require adaptation of response and/or extensive research and follow up according to the nature of the situation.
• Manage relationships with business partners to ensure customer satisfaction and issue resolution.
• Reporting of all quality concerns, alerting business partners with high sensitivity issues, sending/explaining water quality test results, providing a closed loop process and ensuring customer advocacy as the final stage of the overall process.

Qualifications

Key qualifications include, but are not limited to:

• High School Diploma, GED or equivalent work experience
• Minimum 1 year of experience primarily handling customer escalations in a customer service/call center environment
• Ability to thrive in a fast-paced environment
• Excellent written and oral communication skills
• Possess a high degree of professionalism; ability to adhere to confidentiality
• Strong computer skills including Microsoft Office Suite, Salesforce and DOS based systems
• Detail oriented, self-motivated, able to multitask and meet deadlines
• Exceptional organizational and time management skills
• Must be able to work independently and have outstanding decision making and problem-solving ability

Technical Qualifications and Requirements:

• The employee must have a space in his or her place of residence suitable for the installation of a Home Agent workstation.
• Work environment must be free from distractions, including any background noise that impacts the customer experience
• The work environment should be kept in a tidy condition and suitable for safekeeping of confidential and sensitive customer information
• Prior experience with setting up and troubleshooting remote workstation (i.e. computer, phone, modem, router, etc.) preferred.
• Must have an internet connection with a minimum of 100 mbps download and 15 mbps upload speed from a reliable internet provider (Cable, DSL, or Fiber Optic/FiOS providers only). You may not use satellite internet providers.
• Your device must be directly connected to router/modem via Ethernet cable as you cannot use a wireless (WIFI) connection.
• Must be able to certify compliance with requirements regarding internet speed and connection