Customer Experience Representative

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 and outbound calls and email
• 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 itel’s 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

• Bachelor’s degree
• Experience with Salesforce, Genesys and Chat platforms
• Proficient in English and Spanish
• Proficient in at least 60 WPM

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 th