Customer Experience Support Specialist

2 days ago


Warren, Michigan, United States TEKsystems Full time
Role Overview

The Customer Experience Support Specialist will play a crucial role in providing exceptional customer-centric service to internal and external customers. This includes assisting customers with inquiries, resolving issues, and educating them on product functionality and services.

Key Responsibilities:
• Respond to inbound comments from customers across various social media platforms, including Facebook, Twitter, Instagram, Google Play, and App Store
• Create and manage cases for customers requiring more complex assistance
• Manage existing case loads, complete follow-up tasks, and achieve operational metrics
• Adhere to standard work processes and contribute to efficiencies and improvements when possible
• Proactively identify sales leads and educate in-market customers on product functionality and services
• Accurately document customer interactions
• Provide proactive support to consumers requesting assistance with dealer, vehicle locates, and product concerns/inquiries
• Participate in required training/industry-specific certifications to maintain technical knowledge and skills

Requirements:
• 1+ year of experience in a customer service-related profession
• 1+ year of experience with social media platforms
• Strong reading comprehension and written communication skills
• Proficiency in computer navigation and typing (40 WPM+)
• Bachelor's Degree in English, marketing, business, journalism, communications, or a similar concentration

Benefits:
• Medical, dental, and vision coverage
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan with pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability insurance
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Work Environment:
This is a hybrid position located in Warren, MI. The estimated salary range for this position is $18.00 - $19.00 per hour.

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