Customer Experience Coordinator

 SUMMARY:  The Customer Experience Coordinator is responsible for performing a range of customer service-oriented telephone, email, and web support activities. Strong customer service skills are essential to proving a high level of support through various customer touchpoints. The Customer Experience Coordinator ensures customer satisfaction by providing quality service, identifying customer needs, and assisting with issues/concerns related to their RV needs. In this critical role, you will be part of a work environment focused on superior service.

 

Note: This is a fully onsite position. Schedule is Monday, Tuesday, Friday, Saturday, Sunday 11:30 AM - 8:00 PM. Wednesday and Thursday are off days.

Pay: $17.50 / hour or $18.00 if bi-lingual. 

 

ESSENTIAL JOB FUNCTIONS:

·         Provide exceptional customer service via telephone or other media

·         Manage a high volume of inbound calls while meeting and exceeding performance standards of abandon, average speed of answer, and other call metrics

·         Use excellent hearing and listing skills to receive detailed information

·         Follow communication “scripts” when handling different topics

·         Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives including placing calls back as required

·         Resolves problems by clarifying issues, researching, and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems

·         Ability to multi-task; simultaneously think, talk, and type accurately

·         Maintain company databases by entering and verifying information

·         Simultaneously use multiple computer applications to enter the required information

·         Identified trends affecting our customers and escalate to management

·         Frequently attend educational seminars to improve knowledge and performance level

·         Enhances organization's reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments.

·         Perform other duties as assigned

 

QUALIFICATIONS AND EXPERIENCE:

·         Previous experience in a customer support role

·         Adaptability and flexibility

·         Active listening skills

·         Ability to speak, read, write, and comprehend English

·         Must have excellent customer service and communication skills, both written and verbal

·         Customer focus and adaptability to different personality types with a patient and empathetic attitude

·         Ability to multi-task, set priorities, and manage time effectively

·         High school diploma or equivalent