What are the responsibilities and job description for the Customer Experience Representative position at Itel Laboratories Inc?
JOB SUMMARY
The Customer Experience Representative interacts with customers to provide assistance, answer questions, and resolve issues in a fast-paced environment. This role works to provide solutions that fit the individualized situations and prioritizes the customers needs at each step of the process.
KEY RESPONSIBILITIES
- Responds efficiently and accurately to customer inquiries, providing solutions and ensuring that they feel supported and valued
- Resolves customer issues and complaints effectively and efficiently.
- Manages high volumes of inbound calls.
- Maintains accurate records of customer interactions and transactions.
- Recognizes both basic and advanced problems, conducts research, provides resolution and follows up with customers as needed
- Helps customers use, understand, and get the most out of itels products and services
- Escalates any concerns as applicable to the appropriate resource or manager.
- Documents customer interactions and notifies management of any emerging trends
- Follow-ups with customers in a timely manner to ensure they are satisfied and no outstanding issues
ROLE QUALIFICATIONS
EDUCATION & EXPERIENCE
REQUIRED
- High school diploma or equivalent
- At least one (1) year of customer service experience
- Organized and detail oriented
- Ability to remain composed and professional in a fast-paced environment
- Strong time management and decision-making skills
- Flexible and dependable team player
- Excellent verbal and written communication skills
- Proficient with Microsoft Office Suite or related software
PREFERRED
- Bachelors degree
- Experience with Salesforce
KEY COMPETENCIES
- Results-Oriented: ability to plan, schedule and organize professional schedule to achieve strategic goals within or ahead of established time frames
- Adaptability to Change: ability to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment
- Interpersonal Communication: ability to choose a communication behavior that is both appropriate and effective for a given situation; the ability to understand and manage your own emotions, as well as recognize and influence the emotions of others
- Team Orientation and Collaboration: ability to successfully build and maintain collaborative relationships to work effectively together as a team through shared responsibility, respect, and empathy to complete a shared goal for a common good
- Accountability: ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive change
- Cultural Competence: ability to understand and respect values, attitudes, beliefs, and mores of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions.
WORKING CONDITIONS/EQUIPMENT USE
- Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions.
- Frequent use of office machines to include telephone, computer, and printer
