Customer Experience Representative
1 month ago
The Customer Experience Specialist plays a vital role in supporting the verifications line of business by providing exceptional customer service via phone, chat, and email. This includes answering customer inquiries, assisting clients with their needs related to T&C, and directing callers to the appropriate resource.
This role requires the ability to work independently with little supervision, take initiative, and maintain positive working relationships with clients, peers, and other team members. The Customer Experience Specialist reports directly to the Director of Customer Experience.
Key Responsibilities- Manage high volumes of inbound calls, chats, and emails with efficiency and accuracy
- Follow Call Center procedures while meeting or exceeding productivity and quality metrics
- Identify caller needs, clarify information, and direct the caller to a solution or resolution, 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 with inbound callers
- High School Diploma or Equivalent
- Previous experience in a Call Center role or environment is a plus
- Proven track record of taking high-volume calls daily
- Customer service chat experience is a plus
- Ability to think outside the box and solve problems creatively
- Deliver above-and-beyond customer service across all support channels with professional communication and a brand ambassador mindset
- Hold conversations, not interactions
- Able to handle sensitive and confidential information appropriately
- Able to take initiative and work independently with little supervision
- Excited to be the face of T&C and build strong customer relationships
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