Customer Experience Representative

Job Summary

The Customer Experience Representative serves as a key liaison between customers and partners, providing timely assistance, answering questions, and resolving issues in a fast-paced, customer-focused environment. The Customer Experience Representative collaborates with insurance companies and independent adjusters to ensure accurate data collection.

Key Responsibilities

• Responds efficiently and accurately via phone, email and CX chat groups to customer inquiries, providing solutions and ensuring that they feel supported and valued
• Handles high volumes of inbound and outbound customer calls related to but not limited to building material testing status and results, providing first-call resolution and customer satisfaction
• Solves customer issues and complaints effectively and efficiently to ensure contractual service levels (SLAs) are met
• Maintains accurate records of customer interactions and transactions
• Recognizes both basic and advanced problems, conducts research, provides resolution and follows up with customers in a timely manner to ensure an outstanding experience
• Helps customers use, understand, and get the most out of itel’s products and services
• Escalates any concerns as applicable to the appropriate resource or manager
• Documents customer interactions and notifies management of any emerging trends
• Promotes a positive and productive environment, supporting teamwork and communication

Role Qualifications

• Education & Experience: High school diploma or equivalent, at least one (1) year of customer service experience, organized and detail oriented, able to remain composed and professional in a fast-paced environment, strong time management and decision-making skills, flexible and dependable team player, excellent verbal and written communication skills, proficient with Microsoft Office Suite or related software
• Preferred: Bachelor’s degree, experience with Salesforce, Genesys and Chat platforms, proficient in English and Spanish, proficient in at least 60 WPM

Key Competencies

• Results-Oriented: ability to plan, schedule and organize professional schedule to achieve strategic goals within or ahead of established time frames
• Adaptability to Change: ability to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment
• Interpersonal Communication: ability to choose a communication behavior that is both appropriate and effective for a given situation; the ability to understand and manage your own emotions, as well as recognize and influence the emotions of others
• Team Orientation and Collaboration: ability to successfully build and maintain collaborative relationships to work effectively together as a team through shared responsibility, respect, and empathy to complete a shared goal for a common good
• Accountability: ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive change
• Cultural Competence: ability to understand and respect values, attitudes, beliefs, and mores of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions

Working Conditions/Equipment Use

• Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions
• Valid driver license with proof of insurance
• Must be able to lift up to fifteen (15) pounds
• Frequent use of office machines to include telephone, computer, and printer