What are the responsibilities and job description for the Customer Experience Specialist II position at Knit-Rite?
Position Overview:
The Customer Experience Specialist II builds on foundational skills by handling more complex customer concerns and assisting with troubleshooting and problem resolution. This role involves deeper knowledge of products and services and contributes to improving the customer experience.
Key Responsibilities:
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The Customer Experience Specialist II builds on foundational skills by handling more complex customer concerns and assisting with troubleshooting and problem resolution. This role involves deeper knowledge of products and services and contributes to improving the customer experience.
Key Responsibilities:
- Manage and resolve moderate to complex customer issues through phone, email, or chat
- Serve as a point of escalation for Customer Experience Specialist I, assisting with more difficult inquiries
- Troubleshoot technical problems related to the company’s products or services
- Document and track issues thoroughly in the CRM system, ensuring follow-up with customers when needed
- Identify recurring customer issues and collaborate with cross-functional teams to improve product and service offerings
- Mentor and coach entry-level specialists to enhance team performance
- Contribute to the development of customer service policies and procedures
- Associate’s degree or equivalent experience
- 2-3 years of customer service experience, with some experience in handling complex issues
- Proficient in troubleshooting and problem-solving
- Experience with CRM systems and ticketing tools
- Excellent communication and interpersonal skills
- Starting 2/17/2025
- 9:30am-6pm Monday- Friday (8-12 week training schedule8am-4:30pm)
- Hybrid Schedule after 90 Days (3 days onsite/ 2 days remote)
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