Customer Experience Representative

1 day ago

Nashville, Tennessee, United States Thomas and Company Full time

The Customer Experience Specialist role at Thomas and Company is a dynamic position that requires a unique blend of technical skills and interpersonal abilities.

Key Responsibilities:

  • Manage high volumes of customer inquiries via phone, chat, and email with efficiency and accuracy.
  • Follow established call center procedures to meet or exceed productivity and quality metrics.
  • Identify customer needs, clarify information, and provide solutions and resolutions, including follow-up as needed.
  • Support the verifications line of business with tasks as identified by management, including indexing, routing, completing, and/or returning verifications.
  • Escalate priority issues to management while maintaining a professional demeanor at all times.

Requirements and Qualifications:

  • High School Diploma or Equivalent.
  • Previous experience in a call center role or environment is a plus.
  • Proven track record of handling high-volume calls daily.
  • Customer service chat experience is a plus.

Special Considerations:

  • Able to think creatively and solve problems effectively.
  • Deliver exceptional customer service across all support channels with professional communication and a brand ambassador mindset.
  • Hold conversations, not interactions, to build strong relationships with clients.
  • A thoughtful and professional communicator who understands the importance of tone.
  • Empathetic and able to adapt communication style to best suit the audience.
  • Highly organized and attentive to detail.
  • A well-rounded team player who takes ownership of work.
  • Must be flexible with a can-do attitude and willingness to assist with varying tasks to support business needs.
  • Notice trends and pain points in work, then brainstorm solutions to improve customer experience.
  • Become an expert in verifications and T&C company processes and policies.
  • Use Zoom to interact with 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 Thomas and Company 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, and Zendesk experience is a plus.
  • Ability to deal with stressful situations to achieve desired business results.

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