Customer Experience Specialist I

Job Title: Customer Experience Specialist I

FLSA Status: Salary Range $20.79 to $24.87 per hour (non-exempt/hourly)

Work Hours: Full Time, Monday through Friday, 7am to 4pm

Work Location: La Mesa, CA

Reports to: Customer Experience Manager

Essential Duties:

• Client interaction and support; ensure timely and accurate responses to client communications, providing information or assistance as needed.
• Responsible for proactive client satisfaction, retention and conflict resolution when applicable
• Resolve client issues by coordinating with relevant departments such as operations, technical support, or distributions teams.
• Bring a passion for customer advocacy to the broader PenChecks team

Responsibilities:

• Answer incoming phone calls from participants to assist with their inquiries
• Tend to case queues to work through individual cases within the department
• Work in a fast-paced environment alongside a big team
• Develop a positive, professional atmosphere promoting teamwork and accountability
• Respond to moderately complex inquiries from clients/customers regarding a wide variety of retirement benefit payment issues in a fast-paced retirement benefits service center environment
• Resolve caller issues, concerns and inquiries through phone, fax and email regarding our clients' benefit programs and procedures
• Follow up on existing cases and tasks, be able to multitask and work on multiple tasks at once.
• Access multiple applications to complete client/customer inquiries and transactions, including the Amplify website, Word, Excel and Salesforce
• Fully and clearly document all cases in case management tool Salesforce
• Develop understanding of company’s operations and clients
• Participate in scheduled and ad hoc training in order to improve knowledge
• Other duties as assigned
• Travel: Almost never

Required Knowledge, Skills, and Abilities (KSAs) Note that these requirements are representative, not all-inclusive, of the KSAs required to perform the job.

• Proven ability to develop and maintain relationships with clients at all levels
• Great communication skills, both written and verbal
• Attention to detail
• Ability to prioritize and execute on multiple, simultaneous, competing priorities
• Strong people and problem-solving skills
• Capacity to recognize and identify the cause of process failures and proactively suggest areas for process improvement
• Track record of reliability, professionalism, and integrity
• Able to secure and maintain confidential information
• Excellent telephone manner with clear, concise and professional communication skills
• Ability to accurately collect information in order to understand and assess the caller’s needs and situation
• Ability to remain calm and cool-headed in a fast-paced, self-directed, team-based environment
• Ability and knowledge to instill customer confidence in PenChecks’ products and services during calls as well as skills in de-escalating calls
• Demonstrate a level of empathy for the personal circumstances of our customers
• Ability to learn quickly and navigate between proprietary and commercial systems to support benefit data and websites
• Possess basic understanding of laws and regulations relating to employee benefits, especially benefits distribution issues - (desired, not required)
• Excellent communication, organizational and customer service skills
• Compassion to help others solve problems
• A strong technical aptitude and ability to learn new computer software quickly.
• Proficient in, Salesforce (or other CRM), and Microsoft Office programs including Excel, Word, and Outlook
• Experience with Ring Central desired
• Experience with Salesforce and Ring Central integration desired

Education and Experience

• High School Diploma at a minimum; Associates Degree or Bachelor’s degree a plus
• Two years or more work experience managing a complex client/customer service environment, Call Center environment preferred
• Proven job stability
• Familiarity with retirement industry is a plus
• Multi-lingual is a plus

Physical Demands and Work Environment

The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision. Reasonable accommodation can be provided to enable people with disabilities to perform the described essential functions. Work Environment: ADA compliant office building.

Other

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

The Company is committed to providing equal employment opportunities to all Employees and applicants without regard to race, religion, color, sex, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member status, marital status, pregnancy, age, protected medical condition, disability or any other protected status in accordance with all applicable federal, state and local laws. If you have a disability or special need that requires accommodation, please contact us at 619-567-3938 or email