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Customer Experience Specialist

4 months ago

Nashville, United States Thomas and Company Full time

The job of Customer Experience Specialist is to support the verifications line of business by answering all customer inquiries via phone, chat, and email while assisting clients with their needs related to T&C.

This includes fielding inquiries for the UCM line of business and directing callers to the appropriate resource. They will answer chat inquires, log calls, handle complaints, troubleshoot problems and provide directions, and send post call follow up. They must have the ability to take initiative and work independently with little supervision as well as work well with varying levels of internal management staff while maintaining positive working relationships with clients, peers, and other team members. This role reports directly to the Director of Customer Experience.

Essential Duties and Responsibilities

  • Manage high volume of inbound calls, chats, and emails with efficiency and accuracy
  • Follow Call Center "Procedures" while meeting or exceeding productivity and quality metrics
  • Identify caller's needs, clarify information, and direct the caller providing a solution and or resolution, including follow up as needed
  • Support verifications line of business with tasks as identified by management including but not limited to indexing, routing, completing, and/or returning verifications.
  • Identify and escalate priority issues to management, while maintaining a professional demeanor at all times with inbound callers
Requirements and Qualifications
  • High School Diploma or Equivalent
  • Previous experience in a Call Center role or environment is a plus
  • Proven track record of taking high volume calls daily
  • Customer service chat experience is a plus
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Special Considerations and Prerequisites
  • Able to think outside the box and solve problems creatively
  • Deliver above-and-beyond customer service across all support channels with professional communication and a brand ambassador mindset.
  • Hold conversations, not interactions. We know how great our team is and we want our clients to know as well
  • A thoughtful/professional communicator (both online and offline) who understands the importance of tone
  • Empathetic and able to adapt your communication style to best suit your audience
  • Highly organized and attentive to detail
  • A well-rounded team player who takes ownership of your work
  • Must be flexible with a "can do" attitude and a willingness to assist with varying tasks to support the business needs as they arise.
  • Notice even the smallest trends and pain points in our work, then brainstorm solutions to improve each customer's experience
  • Become an expert in all things verifications, as well as T&C company processes and policies. The better we know ourselves, the better we can build top notch customer relationships
  • Use Zoom to interact with your teammates, management, and other departments
  • Able to handle sensitive and confidential information appropriately
  • Able to take initiative and work independently with little supervision
  • Excited to be the face of T&C and build strong customer relationships
  • Agile and able to adapt to changes in processes, policies, and tools used
  • Punctual and maintain excellent attendance and adherence to schedule including scheduled breaks
  • Must be proficient in MS Word, MS Excel, Outlook, I Zendesk experience is a plus
  • Ability to deal with stressful situations to achieve desired business results