Customer Experience Representative

POSITION SUMMARY:This position receives, comprehends, and responds to customer surveys as provided by the government. This position will escalate any surveys for further attention by the Customer Experience Manager or local VPC Manager. This position will also communicate with customers in response to their surveys via telephone, email, social media, and the Internet. This position will also be responsible for assisting in social media inquiries and posting information to IAL social media platforms. In addition, the Customer Experience Representative is responsible for responding to escalated and more complex inquiries on a broader scope of topics as assigned. Tasks may require simple adaptation and interpretation of provided reference materials.

REASONABLE ACCOMMODATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS:

• Review customer surveys received from the government
• Communicate with customers who have submitted surveys to seek additional feedback and clarification on their experiences at VPCs
• Escalation of customer complaints to management
• Perform a combination of clerical tasks to support administrative operations
• Noting electronic files within our transportation management system
• Respond to routine request by e-mail, phone, in person, or by correspondence
• Manage social media presence and respond to inquiries on multiple social media platforms
• Perform the above duties in accordance with the IAL Standard Operating Procedures
• Maintains clean work areas to include inspection area
• Must follow all safety requirements in accordance with IAL policies
• Other duties as assigned by Management

POSITION QUALIFICATIONS AND REQUIREMENTS:

• Must be customer oriented and possess excellent interpersonal skills to relate to people
• Must have excellent customer service skills
• Must be able to perform accurate data entry tasks, scanning and uploading documents
• Communicate appropriately and demonstrate ability to work with management, staff, subcontractors, suppliers, and coworkers
• Previous computer, data entry experience is preferred
• Demonstrated ability with Excel, Word, and PowerPoint a plus
• Must be fluent in reading, writing, and speaking the English language
• Must have strong organizational skills and attention to detail
• Must maintain a professional appearance and demeanor
• Service-disabled Veterans, Veterans, and family members of Veterans are encouraged to apply
• Must be able to maintain a Drug Free work environment

EDUCATION/CERTIFICATES/LICENSES:

• High school graduate or GED, Associate degree a plus

PHYSICAL REQUIREMENTS: Must be able to perform normal office tasks in an efficient, fast paced manner. Must be able to endure long periods of sitting at a desk. Must be able to communicate clearly, both written and orally. Securing, lifting, boxing of POV files and operation of typical office machines.

WORKING CONDITIONS: Work performed in pleasant, open office environment (Business casual). Work must be completed by an established deadline.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. Job Descriptions are not all inclusive. Assignments may vary to ensure the efficiency of the business It is intended to provide guidelines for job expectations and the employee’s ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by managers as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

IAL, LLC is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion; national origin, sex, sexual orientation, gender identity and/or expression; age, disability, genetic information, citizenship status, military service obligations or any other category protected by applicable federal, state or local law.

Job Type: Full-time

Pay: From $58,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work Location: In person

Salary : $58,000