Experienced Customer Experience Professional

2 days ago


Kansas City, Kansas, United States Knit RiteThuasne USA Full time
Key Job Duties
The Customer Service Specialist II Lead will be responsible for resolving complex customer complaints while working closely with cross-functional teams to improve product and service quality.

Main Tasks:
  1. Resolve customer complaints through phone, email, or chat platforms.
  2. Serve as a resource for junior colleagues, assisting them with challenging inquiries.
  3. Investigate and resolve technical issues related to the company's products or services.
  4. Thoroughly document customer issues in the CRM system, guaranteeing timely follow-ups when needed.
  5. Collaborate with teams to identify and address recurring customer issues.
  6. Provide guidance and mentorship to entry-level colleagues to enhance team performance.
  7. Participate in developing customer service policies and procedures.

Necessary Skills:
  • Associate's degree or relevant experience.
  • Minimum 2 years of customer service experience with a focus on resolving complex issues.
  • Effective problem-solving and analytical skills.
  • CRM system expertise and familiarity with ticketing tools.
  • Superior communication and teamwork abilities.

Work Schedule:
  • 9:30am-6pm, Monday-Friday.
  • Hybrid work arrangement (3 days onsite/ 2 days remote).
  • $67,200 - $76,300 annually.


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