Customer Experience Associate
1 day ago
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.
- 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.
- 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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