Customer Experience Representative

Description

• Manages the entire customer inquiry, complaint, or concern from start to resolution. Asks probing questions to understand the customers concern, then selects and explains the best course of resolution, expedites corrections where needed, and follows up to ensure completion.
• Participates in customer retention activities, escalating concerns to management when appropriate.
• Collects, enters, and verifies new/existing customer information, orders for new or additional products or services, account changes/updates, refunds, and exchanges.
• Updates records with all customer interactions, processes customer accounts and files documents related to customers file once resolved.
• Collects balances due, and posts payments to customers’ accounts.
• Oversees and coordinates the Service Technician’s calendar to schedule services for customers. This includes working directly with customers to determine service needs and availability.

Requirements

• Experience managing multiple systems, resources, and screens simultaneously, and ability/experience with documenting conversations during phone calls very helpful.
• Knowledgeable about company products, warranties, and terms of sale.
• Consistent and reliable work attendance.
• High School Diploma or equivalent.
• Ability to work independently and as a team.
• Positive attitude, self-motivated, follow through, and desire to assist customers.
• Ability to remember, or use resources, to follow communication procedures, scripts, guidelines, and policies.
• Ability to manage high volume of incoming calls, balancing efficiency with providing high quality customer service.
• Experience in a call center environment viewed favorably.
• Data entry: 1 year (Required)
• Previous experience handling escalated customer concerns required.
• Call center: 1 year (Required)
• Excellent ability to communicate both verbally (over the phone) and in writing (via email, within the customer service software, etc.).
• Excellent computer skills including experience with CRM systems, Microsoft Outlook, Word, Excel, and Teams.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance