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Customer Support Specialist
2 months ago
Job Overview
Position Summary:
The Customer Experience Specialist serves as the primary liaison for clients, guiding them from the moment their concerns are escalated until a resolution is achieved. This role necessitates effective communication with various departments to advocate for customers and ensure their issues are addressed promptly. The Specialist is also responsible for articulating the nature of the problem, outlining the expected timeline for resolution, and providing the final outcome to the customer, all while striving for a favorable resolution.
Key Responsibilities:
- Handle escalated customer inquiries and de-escalate challenging situations through advanced problem-solving techniques.
- Engage with relevant stakeholders to facilitate swift resolution of issues.
- Interact directly with customers in a courteous manner to address inquiries and resolve problems.
- Conduct follow-ups and callbacks to confirm that customer issues have been satisfactorily resolved.
- Prepare daily, weekly, and long-term reports to monitor and assess the status of customer issue resolutions and overall performance.
- Adhere to established service level agreements (SLAs) for the resolution of escalated customer matters.
- Exhibit strong time management abilities to meet resolution targets.
- Work autonomously while following the directives associated with the role with minimal oversight from management.
Minimum Qualifications
Knowledge & Skills:
- Exceptional communication skills, including writing, speaking, and active listening, with the ability to clearly explain and interpret issues.
- High energy, motivation, and a proactive approach.
Education & Experience:
- High school diploma or some college coursework.
- Undergraduate degree is preferred.
- 1 to 3 years of experience in a related position.
- Experience in the utility or commodity sector is advantageous but not mandatory.
- Familiarity with ticketing systems is preferred but not essential.
Attributes:
Demonstrated knowledge and experience in measuring and enhancing customer satisfaction and loyalty across diverse functional areas. A willingness to embrace new technologies is also essential.
