Specialist Customer Experience

About the role

LRS is seeking a Customer Experience Specialist to join our dynamic team. This position supports and serves our customers and clients through inbound and outbound calls. The ideal candidate will have previous 2-3 years of call center experience, a naturally positive and helpful attitude, and the ability to work in a fast-paced and active environment.

Responsibilities

• Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience
• Strive for first-contact resolution with each interaction
• Take ownership and tackle potentially complex and heightened user concerns with a positive and supportive attitude while making decisions and judgments to appropriately resolve those situations
• Collaborate with other team members to ensure consistent and seamless services while also exercising time management and task prioritization
• Identify opportunities to improve processes, products, and services
• Update customer information in the system during and after each correspondence
• Answer incoming calls from prospective customers to explain services and products offered while providing additional service offerings
• Develop product knowledge and become proficient with client programs
• Record and verify names, addresses, purchases, and reactions of prospective customers
• Handle incoming calls (orders, inquiries, complaints, etc.) and direct calls for further problem resolution if necessary
• Participate in learning opportunities for process improvements, time management, and technology skills
• Follow company policies and procedures
• Perform special projects and other duties as needed

Requirements

• High School Diploma or GED
• Previous 2-3 years of call center experience
• Naturally positive, helpful, and courteous attitude
• Willingness to assist with client’s needs
• Demonstrable patience and attentiveness in all communication and interactions
• Comfortable working in a fast-paced and very active group environment
• Able and willing to work cooperatively with team members to build a strong sense of camaraderie and teamwork
• Self-motivated to provide top notch customer service
• Exceptional verbal and written communication skills
• Detail-oriented with strong organizational skills
• Ability to think critically and creatively in order to proactively and independently solve problems
• General math skills
• Maintain a positive and professional attitude and outlook with customers and coworkers
• Adhere to attendance and scheduling policies
• Excellent Microsoft Word / Excel / Outlook Software Skills

Qualifications

• Physical Demands / Environmental Factors: Regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Occasional standing and walking. Must frequently lift and/or move up to 10 pounds. Specific vision abilities include close vision, distance vision, depth perception, and ability to adjust focus. Some regional travel may be required.

Benefits

While not specified in the job posting, typical benefits for this role might include health insurance, retirement plans, paid time off, and professional development opportunities.

Pay

The salary range for this position is $XX - $YY, depending on experience and qualifications.

Schedule

This position is full-time with 40 hours per week plus one to two Saturdays per month.