Customer Experience Specialist

Job Summary

The Customer Experience Specialist provides high-quality customer support and problem resolution utilizing telephone, email, and chat technologies. This position is responsible for managing general customer concerns which may include mis-shipments, returns, and pricing discrepancies; escalating as needed to ensure issues are handled in a timely manner.

Requirements

• High School Diploma: Associates preferred but not required.
• Previous experience in a telephonic or personal customer contact position is preferred.
• Commitment to developing strong customer relationships and providing resolution to customer issues on the first pass.
• Strong written and verbal proficiencies with attention to detail and accuracy.
• Flexibility to work in a fast-paced, multi-task team environment.
• Basic PC knowledge, working knowledge of Microsoft Outlook, Windows operating systems, Internet, and mainstream web browsers.

Skills

• Customer Centric - Assist customers via telephone, email, and chat with an exceptional level of service delivery.
• Problem Solver – Utilize skills from training, education, or experience to diagnose and resolve problems utilizing department tools, resources, and business judgment.
• Team Player - Work effectively in a team environment, willing to work cross-functionally, and continuously gain new skills.
• Agile - Upsell the PIP product line on incoming calls; and when appropriate, outgoing calls to customers.
• Detail oriented - Ensure productivity and quality levels are met to meet and exceed customer expectations.