Customer Experience Specialist I-1116

About the role

The Customer Experience Specialist (CXS-1) provides high-quality customer support and problem resolution utilizing telephone, email, and chat technologies. This position manages general customer concerns such as mis-shipments, returns, and pricing discrepancies, escalating as needed to ensure timely resolution.

Responsibilities

• Assist customers via telephone, email, and chat with an exceptional level of service, resolving concerns and ensuring a positive experience.
• Diagnose and resolve problems using department tools, resources, and business judgment to increase customer confidence.
• Perform as a positive role model by demonstrating continuous performance improvement and supporting department and company objectives.
• Work effectively in a team environment, collaborating cross-functionally and continuously gaining new skills.
• Upsell the PIP product line on incoming calls and, when appropriate, outgoing calls to customers.
• Ensure productivity and quality levels meet or exceed customer expectations.

Requirements

• High School Diploma (Associate’s degree preferred but not required).
• Previous experience in a telephonic or personal customer contact position is preferred.
• Commitment to developing strong customer relationships and resolving 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, including working knowledge of Microsoft Outlook, Windows operating systems, Internet, and mainstream web browsers.