Description

Position Objectives

As a Customer Experience Agent you will be a part of an energetic team that gets true enjoyment out of engaging with people. The ideal candidate for this role enjoys having fun at work, helping others, and has natural creative instincts that drive their decision making. Being able to think on your feet, make people feel at ease, and quickly resolve problems are key attributes we are looking for. The Customer Experience Agent handles all member and customer inquiries via phone, chat, social media and email. They process memberships, sales, up-selling and promote member retention. This is a challenging role with growth opportunity, and it an excellent place to start with a growing company. 

Key Responsibilities 

• Ensure all member and customer interactions via phone, chat, email, social and review platforms are addressed with professional and courteous interactions. 
• Update member accounts, billing, and credit information using a customer management system for ticket tracking, and databases, POS and/or CRM system for transactions.
• Manage multiple simultaneous customer sessions in a high-volume call center environment.
• Conduct outbound calls for cross-sell, up-sell, win-back and other assigned tasks.
• Ensure all membership account actions are processed in a timely matter.
• Consistently and accurately track daily tasks and customer dispositions in designated systems.
• Maintain strict adherence to all processes and procedures.
• Compose email replies to unique customer scenarios demonstrating excellent communication skills, ensuring spelling, grammar and punctuation are accurate. 
• Contribute to member experience, referral and loyalty programs in coordination with Marketing and Field Operations teams.
• Overcome objections relating to billing, claims or other sensitive account concerns.
• Provide answers to membership questions demonstrating superb understanding of the product portfolio and promotions.
• Explain complex billing scenarios to a variety of audiences
• Contribute to building of Customer Experience scripts, macros and training as assigned.
• Escalate customer issues to management and provide value by trend-spotting issues or customer needs as they arise.
• Participate in focus groups to share “voice of customer” needs and points of view

Requirements

REQUIREMENTS: DEGREE

• Associates degree or higher in Business and/or Marketing preferred

REQUIREMENTS: EXPERIENCE

• 2 years customer service experience in a call center
• 2 years experience working in a CRM database (Zendesk, Dialpad, Microsoft Dynamics, Sugar, Hubspot or similar)
• Social media expertise 
• Excellent communication skills
• Desire to have fun and make people laugh and smile
• Proven ability to resolve customer complaints with positive outcomes
• Ability to work a flexible schedule that may include nights/weekends on occasion
• Ability to work effectively in a remote capacity
• Spanish / English fluency highly preferred

REQUIREMENTS: PHYSICAL

• Ability to remain in a stationary seated or standing position for various increments of time
• Able to move about to access a variety of tools and office equipment
• Able to consistently operate a computer or other electronic device
• Able to ascend or descend a ladder, crouch or crawl 
• Ability to lift up to 50 lbs, lift over head, twist and turn body when appropriate