Customer Experience Specialist

2 months ago

Wilmington, United States CastleBranch Full time

** Customer Experience Specialist**

**Job Category****:** Customer Success **Requisition Number****:** CUSTO001512 Showing 1 location **Job Details**

**Description**

**Customer Service Representative**

**Company Summary**

**CastleBranch is obsessed with world-class customer service.**

As a **Customer Service Representative Agent**, you will be the front line in providing a premier customer experience. Our Agents are responsible for answering all inbound technical and customer service inquiries, builds and maintains relationships, and communicate daily with our clients to educate and maximize the user experience. The clients we work with are enterprise businesses, higher education institutions, and hospital/health care providers. Your goal is to work with our clients from initial onboarding and continuing through their experience with CastleBranch. Achieve success by resolving inquiries efficiently, and thoroughly, resulting in overall customer satisfaction, with an overall goal to effectively diagnose customer needs and provide industry-leading support/solutions, while delivering high customer satisfaction and individual results. Achieve success by resolving inquiries efficiently, and thoroughly, resulting in overall customer satisfaction, with an overall goal to effectively diagnose customer needs and provide industry-leading support/solutions, while delivering high customer satisfaction and individual results.

**Hours of Operation:** 5 days a week, Monday-Friday 8:00AM-8:00PM EST

**PERKS OF EMPLOYMENT:**

* 40hrs/ week with opportunity for overtime

* Paid Training and Competitive wages based on Tier structure

* **AWESOME BENEFITS: Full Medical/ Dental/ Vision/ Tenure based PTO accrual/ Life Insurance/ Long Term & Short Term Disability/ Paid holidays/ 401K with 3% Match**

* Employee Referral Bonus with no cap

* Advancement Opportunities

* Continuing Education and Cross Training opportunities within the Organization

**RESPONSIBILITIES:**

* With high energy and a positive attitude, personalize each call to resolve customer concerns, prevent future issues, and promote client services in a respectful and professional manner.

* Assist customers with software systems and compliance services, and answering all questions regarding their account including billing, workflow options, and general information.

* Communicate with and coachour clients on the most effective ways to use our platform and services, by telephone and e-mail.

* Effectively developrecommendations for clients to improve their experience by conducting case and service assessments.

* Accurately log customer interactions into systems; update logged information in a timely manner in order to track assessment completion, general inquiries, and/or resolution while meeting goals and metrics in place to drive completion for tier growth opportunities

* Other similar and/or related duties as assigned

**REQUIREMENTS:**

* Six months to one year of tech support/customer service experience and/or equivalent transferable skills (Working in a call center, operator work, working within the healthcare administration industry)

* Comfortable efficiently navigating around a desktop computer and multiple systems simultaneously

* Possess confidence, be an excellent communicator, and exhibit learned vocal de-escalation techniques

* Lifelong learner mentality; learning and trying new things to work towards being better than yesterday

* Motivated and determined to learn new systems, services, and processes, while being flexible, adaptable to understanding the software improvement life cycle

* Positive mindset exude a positive attitude and are a team player. Bring a passion for customer service and problem-solving to the table every time.

* Work hard, PLAY HARD, and grow your career

**Qualifications**

**Skills**

**Behaviors**

**Required**

**Team Player****:** Works well as a member of a group

**Detail Oriented****:** Capable of carrying out a given task with all details necessary to get the task done well

**:**

**Motivations**

**Required**

**Goal Completion****:** Inspired to perform well by the completion of tasks

**Flexibility****:** Inspired to perform well when granted the ability to set your own schedule and goals

**:**

**Education**

**Experience**

**Licenses & Certifications**

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