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Client Relations Specialist
2 months ago
Customer Experience Professional
Job Category: Customer Service Requisition Number: CUSTO01253
Job Overview
The Customer Experience Professional plays a vital role in delivering exceptional service to both internal and external clients. This position requires a comprehensive understanding of company offerings and effective communication with team members within the customer service division.
Key Responsibilities:
- Respond to incoming calls promptly and professionally, adhering to company protocols.
- Address customer inquiries regarding service modifications, disputes, billing issues, cancellations, and new sign-ups with professionalism and courtesy.
- Provide accurate and timely information regarding order statuses and product inquiries.
- Process customer orders, modifications, and returns in accordance with established company policies.
- Deliver standard information about service options, fees, billing, and contract details.
- Ensure customer concerns are acknowledged and provide clear explanations of resolutions.
- Collaborate with the credit department to resolve disputed credit items effectively.
- Work alongside the sales team to exceed customer service expectations.
- Coordinate with other departments to address and resolve customer issues.
- Resolve account discrepancies and make necessary adjustments with management approval.
- Foster a positive work environment that emphasizes respect and collaboration.
- Safeguard the organization’s reputation by maintaining confidentiality of sensitive information.
- Perform additional duties as assigned.
- Maintain compliance with corporate standards and federal regulations.
Position Requirements:
- Minimum of 1 year of experience in customer service or a help desk role is required. Experience in a sales environment is advantageous.
- Exhibit a professional demeanor and possess strong telephone etiquette.
- Demonstrate excellent verbal and written communication skills.
- Be organized and detail-oriented with the ability to manage multiple tasks effectively.
- Showcase proven analytical and problem-solving skills beneficial to both customers and the organization.
- Proficient in Windows and Microsoft Office applications; familiarity with other systems is a plus.
- Possess strong customer service and data entry capabilities.
- Have a general understanding of office operations.
- Ability to work efficiently both independently and as part of a team to meet or exceed performance standards.
- Capable of identifying issues, making decisions, and resolving problems effectively.
- Maintain composure under pressure and treat colleagues with respect.
Additional Information:
This job description is intended to provide a summary of the responsibilities associated with this position. Cellofoam North America Inc. reserves the right to modify job responsibilities at any time with or without notice. Employment with the company is voluntary and may be terminated at will by either the employee or the company.
