Customer Experience Specialist

POSITION DESCRIPTION

Title: Customer Experience Specialist (CES)

SUMMARY:

A Customer Experience Specialist (CES) is responsible for managing incoming and outgoing customer inquiries, providing assistance, resolving issues, and ensuring a positive customer experience. Our CESs typically communicate via phone, email, or chat, and may assist with scheduling, appointment follow-up, overflow calls for our repair facilities, and more. Strong communication, problem-solving, and customer service skills are essential, along with the ability to consistently deliver high performance by meeting quality, attendance, performance, and customer satisfaction goals.

Shift is 10am - 7pm EST. Pay is between $18-$20 per hour. Fully remote role.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Interact with customers via phone, email, and/or chat to schedule, confirm, and modify repair appointments.

• Accurately gather and document customer information within our scheduling system.

• Coordinate with our repair facilities to ensure optimal customer experience and minimize appointment conflicts.

• Utilize scripts and templates to maintain consistent communication while personalizing interactions to enhance customer experience.

• Consistently meet or exceed established quality metrics, including accuracy, professionalism, and customer satisfaction.

• Ensure adherence to attendance by reliably reporting to work on time and minimizing unscheduled absences.

• Meet overall performance metrics, such as, call handling time, utilization, and first-call resolution.

• Actively participating in team meetings, 1:1s, coaching, and training sessions.

• Analyze complex situations, think critically, and use problem-solving skills to identify root causes and implement solutions that satisfy customer needs.

• Display empathy, patience, and active listening to build rapport and maintain a positive customer experience.

• Handle multiple customer interactions simultaneously while maintaining a high level of professionalism and attention to detail.

• Take overflow calls for repair facilities when applicable to assist in managing high call volumes and maintaining customer satisfaction.

• Stay updated on company policies, procedures, products, and services, and adapt to changes in a dynamic and evolving environment.

• Collaborate with colleagues, supervisors, and other departments to resolve customer issues that require cross-functional support.

• Demonstrate a positive attitude and professionalism in all interactions, fostering a collaborative team culture and maintaining a supportive, customer-focused environment.

QUALIFICATIONS:

• High school diploma or equivalent.

• Previous customer service in a call/contact center experience is preferred.

• Prior experience in the automotive industry is strongly preferred but not required.

• Strong verbal and written communication skills are essential for effectively interacting with customers and conveying information clearly and professionally.

• A genuine desire to assist customers and provide excellent service, even in challenging situations.

• The ability to analyze customer issues, identify root causes, and implement appropriate solutions.

• Display empathy and active listening skills to understand and address customer concerns.

• Ability to remain seated for extended periods and handle prolonged phone and computer use.

• Capable of managing multiple customer interactions and tasks simultaneously.

• Familiarity with relevant software applications, databases, and tools for managing customer interactions and inquiries.

• Ability to quickly adapt to changing processes, products, and procedures in a fast-paced environment.

• Willingness to work collaboratively with colleagues, supervisors, and other departments to resolve customer issues.

• Effective time management skills to meet service level agreements and prioritize tasks.

• Able to remain composed and handle challenging or upset customers with patience, empathy, and professionalism.

• Familiarity with the company's products, services, and policies to provide accurate information to customers.

• Accurate and efficient data entry skills to update customer records and log interactions.

• Proficiency in languages relevant to the customer base being served (e.g., bilingual skills if serving a multilingual customer base).

• Ability to resolve conflicts and address customer complaints while maintaining a positive customer experience.

This position description is intended to be dynamic and subject to change. Position requirements and essential functions may be altered from time to time based upon the needs of the organization and department. This position may be required to execute special projects or other related duties on occasion.