Customer Experience Lead

Overview

The Customer Experience Lead is responsible for assisting in answering internal and external E-Mails, phone calls, and live chats for customers. They will be the first point of contact with our clientele so the ability to engage the customer and make them feel great about doing business with us is key to our success. The ideal candidate has excellent customer service skills and can work in a high pressure, fast-paced work environment.

Responsibilities

• Respond to phone calls, emails and chats from AIT customers and partners regarding consumers inquiring about shipment status, scheduling, claims and/or disputes.
• First line of defense for escalations
• Training new hires & mentoring existing employees
• Manage special reports/projects
• Working with supervisors on process improvement
• Resolve issues with shipments by engaging with AIT partners, consumers, and vendors
• Provide outstanding and courtesy communication to all customers both internally and externally
• Identify and accesses customer needs managing a large incoming call volume daily
• Resolve customer disputes effectively and in a timely manner
• Other duties and responsibilities will be assigned as business demands deem necessary

Qualifications

• High School Diploma/GED required
• At least one 3-5 year in a call center of Customer Service role
• Strong problem-solving skills with ability to develop new ideas and innovative solutions
• Detail-oriented individual with great communication skill; oral and written
• Ability to work in a fast-paced, high-pressure environment
• Knowledge of the AS400/World port system(s) preferred but not needed
• Proficient in MS Office (i.e., Outlook, Word, Excel and Internet Explore)
• Team player to lend a helping hand

Other Skills We Hope to See

• A team player who works well with others – being respectful to our teammates is a Core Value
• A strong work ethic with an appreciation for ownership, independence, accountability, and autonomy in your role
• Growth mindset – being passionate about your craft, always looking for ways to improve yourself and the company, being open to change and doing things differently
• Customer service focus – we serve a wide variety of customers, both internal and external, and building relationships is a part of our culture

Pay

The wage range for this position is $27.80-$39.20 and may vary based on geography as well as relative knowledge, skills, abilities, and experience.

Benefits

In addition to your base compensation, you may be eligible for a bonus based on achievement of business and/or individual performance metrics (dependent on position). Benefits offered include Medical, Prescription, Health Savings Account, Flexible Spending Accounts, Dental, Vision, Life, AD&D, Disability, Supplemental Health, Employee Support, Paid Parental Leave, Pet Insurance, 401(k) and Tuition Reimbursement. In addition, teammates may be eligible for up to 10 to 20 days of vacation (depending on tenure), 2 personal days, 1 floating holiday, 5 sick days, 5 volunteer hours, and 6 company holidays (plus Veterans Day for Veterans) annually.