Customer Experience Specialist

3 weeks ago

Houston, United States Percepta Full time

**Requisition Title**: : Customer Experience Specialist - Inquiry (03VMT)

US-TX-Houston
**Description**:
Summary

The Customer Experience Specialist - Inquiry (CXSI) will work with customers to earn and retain their loyalty by quickly and accurately addressing their inquiries. The CXSI will successfully answer a range of inquiries related to product features, functionality, and related services by carefully listening to the customer and leveraging skills learned during training combined with knowledge base tools to ensure their questions are answered and they end their contact with a positive view of the CXS and our client’s Brand.

The CXSI may take calls related to a concern that requires ongoing case management. In that event, the CXSI will exhibit the appropriate empathy and warm transfer the call to a CXS - Concern Agent (CSXC).

The CXSI is responsible for meeting expected customer service levels and achieving CX objectives relative to their after-call customer survey scores.

**Responsibilities**:

- Promptly processes and answers and/or resolves customer inquiries and general questions, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority and speed, to ensure service level metrics are achieved
- Use soft skills training to establish rapport with the customer and able to recognize both stated and unstated needs in order to make informed recommendations. While providing engaging customer service to matin customers brand trust within a dynamic call center environment
- Utilizes strong active listening skills to identify customers issues and provide correct path to resolution while reinforcing with customers understanding of their inquiry. Communicate professional, grammatically correct verbal responses to customer inquiries and general questions: Be proficient in several CRM and KBS tools and systems in order to seamlessly educate the customer on client’s products and services and advise of self-service options which can support callers on matters regarding the clients site navigation that might be beneficial to them in the future
- Ability to deescalate calls as required while using key decision-making skills to discern when calls can be first call resolution or requiring additional investigation and assistance.
- Understands use of technology, scripts, and product knowledge - actively listens to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner
- Ensure that all customer contacts are properly documented into the CRC’s CRM system to allow for an accurate historical view of customer’s contacts with the CRC
- Using excellent Problem-solving skills Determine best course of action for Concern calls by either First Call Resolution (select call types) or warm transferring to the CXSC queue
- Liaise with various CRC departments, (i. e. Learning and Development, Training, Knowledge Base etc.)
- Attend team huddles, focus groups, and training sessions as scheduled
- Work on activities and/or projects as requested by the Operations Supervisor
- Identify and relay to Operations Supervisor opportunities for improving the customer experience (e.g., process, technology, or training)
- Relay customer service problems to Operations Supervisor when necessary
- Work as a team player - assist other team members when in need of support.
- Other duties as assigned

Education
- High school diploma or GED required

Experience
- One (1) year customer service experience
- Experience in Customer Service, Hospitality and Sales greatly preferred
- Knowledge of the automotive, OEM, Dealer industries a plus

**Skills**:

- High level of trust and integrity
- Strong verbal and written communication skills
- Detailed active listening and comprehension skills
- Strong customer service, interpersonal and relationship building skills
- Exercise good service and business judgment with end goal of customer satisfaction
- Excellent English language with grammatical knowledge and etiquette
- Displays professionalism in demeanor, language and appearance
- Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation
- Ability to work through multiple computer screens
- Ability to work calmly under pressure
- Ability to multitask while actively interacting with customers
- Typing Skills (minimum 30wpm)
- Experience with Microsoft Dynamics (Customer Contact system) an asset

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