Customer Experience Associate

6 days ago

Minneapolis, Minnesota, United States Hero Full time

Job Summary

We are seeking a highly skilled and motivated Customer Care Specialist to join our team at Hero. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities

  • Be the first point of contact for customers, responding to their inquiries and resolving their concerns in a timely and professional manner.
  • Project a positive and memorable image to customers and team members, ensuring a high level of customer satisfaction.
  • Be a resource for team members and management for all escalated issues, providing guidance and support as needed.
  • Assist in maintaining membership plans with customers, ensuring accurate and up-to-date information.
  • Track data collected through customer interactions, providing valuable insights to inform business decisions.
  • Provide feedback to management regarding the customer experience, identifying areas for improvement and suggesting solutions.

Requirements

  • Demonstrate a strong understanding of Hero's core values and mission, embodying the principles of Team Before Self, Remarkably Great & Driven, Ultimate Professionalism, and Excellent Communication.
  • Valid driver's license with a clean driving record and no criminal history.
  • Excellent communication and interpersonal skills, with the ability to build positive working relationships with customers and team members.
  • Ability to determine and shift priorities quickly, adapting to changing circumstances and deadlines.
  • Outstanding problem-solving and quick decision-making skills, with a professional demeanor and sense of urgency.
  • Ability to de-escalate intense emotional responses from customers, finding creative solutions to meet their needs.
  • Working knowledge of Microsoft Teams, Excel, Word, and PowerPoint.

Benefits

  • Competitive compensation package, including a base hourly rate of $23.
  • 3% employer contribution to 401(k) plan.
  • 100% employer-paid benefits, including medical, dental, and vision coverage.
  • Free medical benefits for employees and their families, with additional upgrades available at reduced cost.
  • Free short-term and long-term disability benefits.
  • Free life insurance.
  • Access to Peak Health fitness and recovery center.
  • Employee discounts on services at cost pricing.
  • Paid time off starting at two weeks per year.
  • Six paid holidays per year.

Work Environment

  • Shifts may vary between 7:00 am and 6:00 pm, based on business needs.
  • Overtime may be available, based on business needs.
  • Remote work may be available after training is complete.

Qualifications

  • Demonstrates a strong understanding of customer service principles and practices.
  • Excellent communication and interpersonal skills, with the ability to build positive working relationships.
  • Ability to work in a fast-paced environment, adapting to changing circumstances and deadlines.
  • Outstanding problem-solving and quick decision-making skills, with a professional demeanor and sense of urgency.
  • Ability to de-escalate intense emotional responses from customers, finding creative solutions to meet their needs.

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