What are the responsibilities and job description for the Customer Experience Specialist position at Sentrilock LLC?
Description
Role Overview: The Customer Experience Specialist 1 delivers world-class, external technical support in an omnichannel contact center. This role demands excellent customer relationship, communication, and technical troubleshooting skills.
Responsibilities and Duties
- Deliver level 1 account and technical support via phone, email, chat, and text.
- Respond professionally to all customer contacts within required service levels.
- Log and code customer interactions, incidents, requests, and escalations accurately in case management system.
- Follow standard operating procedures for security, repairs, and replacements.
- Escalate unresolved issues through the appropriate help channels.
- Collaborate with coworkers to update support documentation and participate in project teams.
- Complete all required company training certifications.
- Maintain knowledge on company products, industry trends, and technology advances.
- Performs other related duties as assigned to support the organization’s goals and objectives.
Requirements
Requirements
- High School Diploma or Equivalent – Required
- Associate's Degree in technology – Preferred
- 1 year customer service experience – Required
- 1 year contact center and/or technical support experience – Preferred
- Written and verbal bilingual fluency (French, Spanish, Chinese) – Preferred
- Strong verbal and written communication skills.
- Proficiency in Microsoft Office Suite including Word, Excel, and Outlook.
- Ability to type, talk/listen to calls, look at a computer screen, and/or sit for long periods of time.