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About the Role
The Customer Experience Specialist provides high-quality customer support and problem resolution utilizing telephone, email, and chat technologies. This position is responsible for managing general customer concerns which may include mis-shipments, returns, and pricing discrepancies; escalating as needed to ensure issues are handled in a timely manner. The Specialist will utilize skills from training, education, or experience to fulfill their daily responsibilities and work in a team environment to maximize individual and overall team performance.
Responsibilities
- Assist customers via telephone, email, and chat with an exceptional level of service delivery.
- Serve as the customer's go-to for resolving concerns and ensuring a positive customer experience from start to finish.
- Diagnose and resolve problems utilizing department tools, resources, and business judgment, resulting in increased customer confidence.
- Perform as a positive role model by demonstrating continuous performance improvement, solid business skills and support of department and company objectives.
- Work effectively in a team environment, with a willingness to work cross-functionally, continuously gaining new skills.
- Upsell the PIP product line on incoming calls and when appropriate, outgoing calls to customers.
- Ensure productivity and quality levels are met in order to meet and exceed customer expectations.
Requirements
- Previous experience in a telephonic or personal customer contact position is preferred.
- Commitment to developing strong customer relationships and providing resolution to customer issues on the first pass.
- Strong written and verbal proficiencies with attention to detail and accuracy.
- Flexibility to work in a fast-paced, multi-task team environment.
- Basic PC knowledge, working knowledge of Microsoft Outlook, Windows operating systems, Internet, and mainstream web browsers.
Skills
- Customer support
- Problem resolution
- Telephone communication
- Email communication
- Chat communication
- Teamwork
- Upselling
- Attention to detail
- Microsoft Outlook
- Windows operating systems
- Internet navigation
- Web browser navigation
Education Level
- High School Diploma
- Associates preferred but not required