Customer Experience Associate I

About the role

Join us in building a more inclusive world at Braille Institute of America. We are undertaking one of the most transformative initiatives in our history, planning our next century of success in serving the blind and visually impaired communities. Through our 2025-2027 strategic planning process, we identified the next generation opportunities to advance critical initiatives in areas such as customer research; the expansion and transformation of current programs and services; the development of new nationally and internationally accessible programs; the creation of dynamic new strategic partnerships; and the alignment of our mission, strategy, and resources. If you are ready to join a dynamic organization transforming the lives of individuals experiencing vision loss, we want you on our team.

As a Customer Experience Associate I, you will be an integral part of our team, responsible for exceeding customer expectations and providing activities that create a "Wow" factor in every interaction. You will engage with customers across multiple communication channels, including phone, chat, email, SMS, and Microsoft Teams, demonstrating your problem-solving skills and commitment to exceptional service. This role offers a clear path for career advancement to a Client Experience Associate II position based on your performance and dedication.

Responsibilities

• Engage with Customers: Handle incoming calls, chats, emails, SMS, and Teams messages from clients with professionalism and efficiency.
• Foster Satisfaction: Create a culture of customer satisfaction and delight, transforming our customer service delivery.
• Utilize Technology: Demonstrate proficiency using software apps and database systems, including Co-Pilot, ETO, Online Service Navigation Form, and Microsoft Teams.
• Immediate Solutions: Use AI tools like Copilot to generate relevant solutions and information for customers on the spot.
• Problem-Solving: Provide accurate and timely solutions for customer inquiries, concerns, and complaints using active listening and empathy.
• Team Collaboration: Work with team members to escalate complex issues and ensure swift resolutions.
• Comprehensive Knowledge: Maintain thorough knowledge of the organization's services, trends, and changes to address customer inquiries effectively.
• Uphold Values: Represent the organization's values and mission in all client and stakeholder interactions.
• Process Improvement: Continuously seek opportunities for process improvement and provide feedback to enhance the customer experience.
• Best Practices: Follow best practices for customer communication and engagement across all channels to strengthen customer relationships.
• Additional Duties: Perform other duties as assigned.

Qualifications

• Education: High School diploma or equivalent required; bachelor's degree preferred.
• Empathy: Empathetic and patient demeanor when dealing with challenging situations.
• Problem-Solving: Excellent problem-solving and decision-making abilities focused on timely and effective solutions.
• Multitasking: Ability to prioritize and multitask effectively in a fast-paced environment.
• Technical Proficiency: Proficiency in using AI tools, Microsoft Office Suite, Teams telephony system, digital call tracking tools, ticketing platforms, and communication channels (email, chat, SMS).
• Flexibility: Adaptability to changing priorities and business needs with a proactive approach.
• Language Skills: Bilingual/Spanish highly preferred.
• Availability: Willingness to work flexible hours, including evenings and weekends if necessary.
• Experience: 1-5 years' experience in a customer service or call center role.
• Experience in Front Desk, Hospitality, and Direct Guest Customer Service.
• Familiarity with Office365, Teams telephony, and any data collection or help desk software preferred. Knowledge of Okta is a plus.
• Experience in using client database software and performing accurate data entry.

Work environment

This position works in a standard office environment with minimal hybrid work.

Career path

This position offers growth opportunities within our organization. Exceptional performance and a commitment to professional development can lead to elevation to the Client Experience Associate II role, where you will take on more complex responsibilities and continue to drive customer satisfaction to new heights.

Pay

Salary range $48,000-$54,000