Customer Experience Specialist I

Description

Reporting directly to the Customer Experience Specialist Department Manager, the Customer Experience Specialist is responsible for managing customer queries and complaints, along with providing support to our service technicians. The incumbent will have the ability to exercise good judgment in a variety of situations, with strong written and verbal communication, administrative, and organizational skills, and the ability to maintain realistic balance among multiple priorities. The Customer Service Manager is expected to always provide the utmost outstanding customer service. 

Duties and responsibilities

· Answering incoming customer queries, providing detailed information on products and services on a multi-line phone system, live customer chats, and text messages.

· Using a computerized scheduling system, set, and dispatch appointments for new and returning customers in multiple markets.

· Responding to issues such as service inquiries, problem resolution, and retaining accounts via email.

· Ensure all appointments are scheduled evenly and within the technician’s service areas.

· Assist the call center with scheduling issues and inquiries.

· Assist Technicians with follow-up appointments for customers and any scheduling issues.

· Prioritizes conflicting needs; handles matters expeditiously, and proactively, and follows through on projects to successful completion, often with deadline pressures.

· Maintaining a positive, empathetic, and professional attitude toward customers always.

· Keeping records of customer interactions, transactions, comments, and complaints.

· Follow up on all pending work orders and work with customers to schedule installations.

Requirements

 · Proficient computer skills in Word, PowerPoint, Outlook, and Excel.

· Must have a positive attitude and positive interpersonal skills.

· Self-starter with resourceful initiative and a strong desire to learn.

· Excellent analytical, and decision-making skills with strong initiative

· Excellent attention to detail and accuracy.

· Excellent written and verbal communication, in a positive, professional, and effective manner

· Knowledge of the industry is recommended but not required.

· Ability to multi-task as needed.

· Ability to stay calm when customers are distressed or upset.

Working conditions

· Air-conditioned office.

· Desk and chair.

· General office equipment and supplies.

· Exposure to potential eye strain and muscle strain due to constant use of a computer.

· Must be able to sit for extended periods of time.

Salary : $20 - $24