Customer Experience Specialist

Responsibilities

• Provide an exceptional member experience in every interaction.
• Provide insightful advice and direct support to members in need.
• Diagnose issues and provide resolution with teaching and guidance.
• Partners with legacy App owners for troubleshooting and resolution.
• Researches and resolves billing or payment issues.
• Owes the member experience from the very beginning to the end.
• Makes decisions on whether to escalate or how to address issues so the member is delighted and eager to continue to utilize the program.
• Identifies and presents out of the box ideas and changes to other Customer Experience Specialist and Leaders that will ensure this program is second to none.

Requirements

• A High School Diploma required.
• An Associates Degree or Bachelor’s degree preferred.
• Minimum 3-5 years’ experience in training, public relations, public affairs, sales, marketing, customer service, or any combination thereof.
• A passion for at least one of the three items below is important because we are seeking people who want to build a career that is aligned with their interests.
• Exceptional customer service
• Automotive Industry
• Cutting edge technology

Qualifications

• Excellent communication skills – both verbal and written word
• Passionate and confident over the phone or on video chat
• Comfortable with twitter, email, text, or any written form
• Savvy and demonstrate creative solutions
• Present a professional and polished yet friendly demeanor
• Speed and accuracy when typing
• Ability to sway the opinion of others through verbal and/or written correspondence
• Ability to adapt communication style to fit the style of others
• Ability to diagnose issues quickly and resolve with patience and empathy
• Demonstrated ability to interject personality into written content without crossing professional boundaries
• Lives the program’s values and demonstrates these when dealing with consumers and internal colleagues
• Eager to work in a positive team environment where everyone pushes each other to work to a high standard and perform to the best of their ability in order to delight their clients
• Strong customer service, interpersonal and relationship-building skills
• Savvy with the use of technology, software, and social media applications (Facebook, Twitter, Instagram, LinkedIn, Pinterest), while continuously keeping up with current technology trends
• Ability to work well under pressure
• Active listening skills
• Strong multi-tasking skills, organizational, time management, planning and problem solving skills
• Self-sufficient, resourceful and works well with minimal supervision

Skills

• Communication
• Customer Service
• Technology
• Public Relations
• Public Affairs
• Sales
• Marketing
• Training
• Customer Support

Benefits

• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

Pay

$20.00 per hour

Schedule

Open to the possibility of relocation and the willingness to travel.