Customer Experience Associate

1 day ago


Panama City Beach, Florida, United States Surfside Laundry: Panama City Beach Full time
Job Title: Customer Experience Associate

Estimated Salary: $45,000 - $60,000 per year

About Surfside Laundry:

Surfside Laundry is a reputable laundry service provider in Panama City Beach, offering high-quality cleaning solutions to our clients. Our commitment to excellence drives us to continually improve our services and ensure customer satisfaction.

Job Description:

As a Customer Experience Associate at Surfside Laundry, you will play a crucial role in maintaining our exceptional support quality across the team. Under the guidance of the Corporate Director of Customer Service and Quality Assurance, your primary objectives will be to:

  • Maintain and develop internal quality standards that align with industry best practices.
  • Evaluate support interactions (calls, emails, chat messages) based on established quality standards and provide constructive feedback to team members.
  • Analyze customer service metrics and identify areas for improvement, implementing strategies to enhance team performance.
  • Collaborate with agents to discuss and explain feedback, promoting a culture of continuous learning and growth.
  • Develop and implement training programs to address knowledge gaps and skill shortages within the team.
  • Ensure accurate recording of customer contact, including complaints, compliments, inquiries, and forwarding issues to the Investigating Officer for resolution.
  • Monitor customer responses to guarantee an accurate record of communication and highlight areas for improvement.
Required Skills and Qualifications:
  • Demonstrable experience working in an office environment with excellent communication skills (written and verbal).
  • Prior experience as a first point of contact with strong customer care abilities.
Benefits:
  • A competitive salary range of $45,000 - $60,000 per year.
  • Ongoing training and development opportunities to enhance your skills and career progression.


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