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Customer Experience Representative
2 months ago
We are seeking a detail-oriented and dedicated individual to join our team as a Customer Experience Specialist. In this role, you will communicate effectively and efficiently with participants via phone and email, delivering exceptional customer service and responding to inquiries and requests for account information regarding their ESOPs.
Key Responsibilities:- Answer participant calls in a timely and professional manner.
- Ensure privacy of participant information by adhering to identification verification standards.
- Provide participants with accurate and precise information in response to requests.
- Diffuse challenging situations and determine whether manager input is needed.
- Provide basic technical support for participant portal.
- Conduct research and follow-up on participant requests as needed.
- Stay informed about changes in policy, procedures, and services in order to provide accurate information to customers.
- Efficiently manage phone, email workflow.
- High school diploma or equivalent required.
- One to two years customer service experience required.
- One to two years Call Center experience preferred.
- Bi-lingual (Spanish speaking) candidates preferred.
- Professional phone speaking skills.
- Excellent customer service skills.
- Excellent product knowledge.
- Proficient in Excel and Microsoft Word.
- Proficient communication across multiple channels (e.g., email, interpersonal, written and verbal).
- Must be able to work independently and as part of a team.
- Must be a team player and willing to assist other departments as needed.
We offer a comprehensive benefits package, including medical, dental, vision, life, disability, FSA, HSA with company contribution, 401(k) with company match, parental leave, paid time off, and education/association dues assistance. We work hard, but we also have fun, with quarterly virtual Happy Hours, Monthly Birthday Celebrations, and Annual Social gatherings. You'll have opportunities to shine by joining one of our committees or volunteering for a special project that calls your name.
