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Customer Engagement Specialist
2 months ago
The role is pivotal in delivering exceptional customer communication by serving as the primary point of contact for both internal and external clients. This position involves managing incoming and outgoing calls based on the nature of the inquiry and the specific needs of customers to ensure superior communication. Collaborates with clients and team members to address inquiries and escalate concerns as necessary.
KEY RESPONSIBILITIES:
- Acts as the initial communication contact for customers, ensuring outstanding customer service.
- Responds to incoming calls promptly, identifying the nature of the inquiry, providing relevant information about products and services, and directing calls to the appropriate department or personnel.
- Utilizes a multi-line phone system to manage calls efficiently and professionally.
- Gathers details regarding customer issues or complaints as required, ensuring that concerns are addressed by the right individual.
- Follows up on resolutions as necessary.
- Escalates complex or challenging calls to the Customer Communication Supervisor when needed.
- Maintains records of customer interactions and transactions, documenting inquiries, complaints, and actions taken.
- Aims to meet or exceed established customer service and quality benchmarks.
- Performs administrative tasks as required, including data entry, typing, and customer follow-up.
- Complies with all customer service standards.
- Promotes and adheres to safety protocols within the organization.
- May participate in training and support various strategic initiatives and projects.
- Aligns with and promotes the corporate vision, mission, and values of the organization.
- Undertakes additional responsibilities as assigned.
- Ability to cultivate and sustain effective working relationships.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook) or similar software.
- Familiarity with multi-line phone systems.
- Strong listening and verbal communication abilities.
- Capability to remain composed and de-escalate conflicts.
- Ability to apply logic and reasoning to solve problems and deliver excellent customer service.
- Consistent and reliable work ethic.
- High school diploma or General Education Degree (GED) is required.
- Preferred experience of at least six months using a multi-line telecommunication system to provide exemplary customer service.
- Must possess the ability to communicate effectively in English (speak, read, comprehend, and write).
- Must be able to sit for extended periods, as well as engage in walking, standing, climbing stairs, reaching, pushing, pulling, leaning, and twisting.
- Must comply with all safety regulations and requirements.
