Customer Experience Agent

At Goose Creek, our Customer Experience Agents are responsible for handling customer inquiries with the utmost professionalism and precision. They use established policies and procedures to effectively address inquiries via email, chat, and text. Our agents are trained to handle a high volume of emails,
chats, and texts, seeking supervisor approval when necessary actions fall outside of standard operating procedures. Additionally, our agents are expected to demonstrate exceptional professionalism and consistently use correct grammar in all customer interactions. This position is categorized as compliance critical and, as such, requires and is assigned specific responsibility for ensuring compliance with all company requirements.

Responsibilities:

Manage a large volume of emails, texts, and chats
Provide accurate information to the customer in all situations
Meet and exceed all goals set by the supervisor
Follow the standard operating procedures while assisting customers
Handle and resolve customer conflicts effectively
Troubleshoot technical issues that a customer may encounter
Works collaboratively with other team members
Perform any other related duties as may reasonably be assigned in the course of business

Location & commitments:

Overtime may be required to ensure customer satisfaction
Weekend work is rare but can occasionally be necessary

Requirements:

High School Diploma
2-3 years of experience in Customer Service
Be able to adapt to changing workloads and spontaneity throughout the day
Strong communication skills and a focus on teamwork
Strong computer skills
Fast typing skills
Strong problem-solving skills
Excellent time management skills
Strong conflict resolution skills
Ability to empathize with customers
Excellent interpersonal skills
Excellent organizational skills and a keen attention to detail
Ability to multitask