Customer Experience Specialist

1 week ago


Derwood, Maryland, United States DealerOn, Inc. Full time

Job Description

We're seeking skilled professionals to join our Technical Support Team as Technical Support Representatives or Customer Experience Specialists.

Your primary responsibilities will include:

  • Providing Exceptional Customer Service: Respond promptly and professionally to customer inquiries, resolving issues efficiently and effectively
  • Ticket Creation and Resolution: Create and manage tickets, identifying root causes and providing accurate resolutions
  • Documentation and Validation: Document and validate customer interactions, ensuring accurate information and resolution tracking
  • First Call Resolution (FCR) Goals: Meet or exceed contracted service level agreements and performance goals, striving for first call resolution whenever possible
  • Quality Goal Achievement: Ensure daily individual performance and quality goals are met or exceeded, consistently delivering professional, empathetic, and effective support
  • Ongoing Skills Development: Invest in ongoing personal skills development to expand technical expertise and industry-specific knowledge
  • Training and Certification: Participate in regular training and certification activities to stay current with industry best practices, technical releases, and company product updates

In return, you can expect a competitive salary, comprehensive benefits, and opportunities for career growth and development within our dynamic organization.



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