Customer Experience Representative

Position Overview:

The Customer Experience Representative plays an integral role in advancing the mission and vision of this company. Much of the role will focus on maintaining satisfaction for our customers when they call in with issues. The Call Center Representative will communicate with customers and liaise with internal departments to make sure that issues are addressed, managed, and closed.

Essential Responsibilities:

• Manage a large volume of incoming calls
• Provide timely and accurate information to incoming customer requests
• Identify and assess customer needs to achieve satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep accurate records of customer interactions, process customer accounts, and file documentation.
• Schedule and/or cancel services.

Skills and Qualifications:

• Previous scheduling and/or call center experience is preferred but not required.
• Ability to multitask, prioritize, and manage time effectively.
• Ability to communicate well, using excellent verbal and written communication skills.
• Strong phone contact handling skills and active listening skills.
• High proficiency with email, instant messaging, and use of various electronic devices or applications for effective communication/information sharing.
• Ability to work under pressure and handle escalated situations with customers while maintaining composure.
• Bilingual Spanish is preferred.
• Salesforce experience is preferred but not required
• Must be able to type 60 WPM, and the ability to use WebEx phone systems.
• GED or High School Diploma Required

NOTE:

The specific examples in each section are not intended to be all-inclusive, they represent the typical elements and criteria considered necessary to perform. Other job-related duties may be assigned and could require work outside of the duties listed. This description is subject to change, at the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; “at will” employment remains.