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Digital Customer Experience Specalist

4 months ago

Des Plaines, United States Lakeshore Recycling Systems, LLC Full time
Job DescriptionJob Description

The Company

LRS is the industry leader in providing innovative and environmentally responsibly waste and recycling solutions. Our team delivers exceptional service and value through relentless commitment to customer satisfaction and preservation of the environment. Through our safe and innovative approach to waste diversion, LRS thrives on the passion and innovation of our employees to preserve and sustain the beauty of the towns, neighborhoods and communities that we serve.

We are excited to hire candidates that align with our Vision and Values: To become the safest, most innovative waste recycler in the world by redefining the way the world views waste.

Live Safety ● Serve With Passion● Innovate Relentlessly ● Engage With Integrity

Build Community ● Be Accountable


Position Title and Summary

As a Digital Customer Experience Specialist, you are part of a team supporting and serving our customers and clients through emails, chats, and SMS. This position will be expected to be familiar with servicing customers using digital platforms and an understanding of the importance of maintaining consistency through canned responses. General knowledge about effective communication and the significance of documenting interactions is also essential. Moreover, candidates should exhibit behavioral traits such as empathy, multitasking abilities, and professionalism in handling diverse customer interactions.

Reports To

Customer Experience Supervisor


Responsibilities

  • Engage with customers through online chat, emails, and messaging platforms, responding to inquiries, providing information, and offering assistance.
  • Meet or exceed performance targets, including response time, and customer satisfaction scores goals.
  • 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 issues.
  • Provide consistent and seamless services while also exercising time management and task prioritization.
  • Work with team leaders to identify opportunities to improve processes, products, and services.
  • Update customer information in the system during and after each correspondence.
  • Become proficient with customer types (residential/commercial) and develop product and service knowledge.
  • Record and verify names, addresses, purchases, and reactions of prospective customers.
  • Adhere to company policies and procedures.
  • Special projects and other duties as needed.

Qualifications / Knowledge / Critical Skills

  • High school diploma or equivalent; college degree preferred.
  • 1 to 2 years servicing customers across digital channels preferred.
  • Ability to multitask effectively and handle multiple chat and email conversations simultaneously.
  • Excellent written communication skills with a keen attention to detail.
  • Proficiency in typing and navigating multiple software applications simultaneously.
  • Strong problem-solving skills with a customer-centric approach.
  • Ability to multitask and prioritize tasks in a fast-paced environment.
  • 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.
  • Detail-oriented with strong organizational skills.
  • Ability to think critically and creatively in order to proactively and independently solve problems.
  • Maintain a positive and professional attitude and outlook with customers and coworkers.
  • Excellent Microsoft Word / Excel / Outlook Software Skills.

Physical Demands / Environmental Factors

  • While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
  • Occasionally required to stand and walk.
  • Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Lakeshore Recycling Systems is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.