Customer Experience Specialist

Key Responsibilities

• Ensure that customer experience center leadership is in synch with Coinstar culture, brand, and values
• Monitor KPIs to ensure that the customer experience center delivers a quality customer experience as outlined in the Statement of Work
• Resolve and/or approve customer service Tier 1 issues for customer service vendor
• Responsible for resolving customer complaints via multiple platforms and various agencies (e.g., social media, Better Business Bureau, email, etc.)
• Participate in vendor meetings, quality calibration and business reviews
• Facilitate vendor team lead meetings
• Complete audits to confirm adherence of company policies and procedures
• Champion business strategies and new product implementation
• Bring forward to Vendor Manager recommendations on current policies and procedures as well as day-to-day process improvements
• Coordinate and assist in other tasks as needed and work with other departments to resolve issues either directly or indirectly relating to the vendors
• Perform various administrative tasks, including managing multiple inboxes for different lines of business

Requirements

High School diploma or equivalent

Minimum of 2 years’ experience in an operations environment, preferably with Customer Service or Call Center operations

Some supervisory experience is preferred

Qualifications

Proficiency in Microsoft Office Software

Knowledge of call center technology preferred

Analytical skills to interpret trends, identify root causes form conclusions and/or recommendations

Versatility and flexibility to respond and adapt quickly and effectively to multiple changing priorities

Excellent oral and written communication skills required

Bilingual (English/Spanish) is strongly preferred

Pay and Benefits

The typical starting pay range for this position is between $22.82 - $30.83 per hour.

Coinstar utilizes geographically based pay ranges, within the United States, which allows us to pay competitively and consistently based on location.

Within the range for the applicable geographic area, individual pay is determined by several factors, including job-related skills, experience, and relevant education or training.

Your recruiter can share the salary range specific to your location.

Employees in this position have the potential to increase their base pay up to $37.00 per hour which is the max end of the range, based on ongoing demonstrated and continuous performance in the role.

Short-Term incentives are a part of the total compensation package and are based on Company and Individual performance.

We believe that continued good health, financial security, and work-life balance are important.

Coinstar is proud to offer a complete, progressive benefits package including:

• Health & Wellness Coverage – Three outstanding medical plans to choose from, along with dental and vision insurance, Short- and Long-Term Disability Insurance, and Life Insurance
• Retirement Savings – Traditional and Roth 401(k) plans with a company-match that immediately vests
• Paid Time-Off – PTO accruals begin at 18 days per year, plus 10 company holidays and 2 floating holidays annually. Additionally, we offer paid parental and adoption leave
• Other Perks and Benefits – A generous Corporate Matched Giving plan and an Employee Assistance Program