Customer Experience Specialist I

  • Company:
    American Greetings
  • Location:
  • Salary:
    negotiable / monthly
  • Job type:
    Full-Time
  • Posted:
    23 hours ago
  • Category:
    Customer Service

A Customer Experience Specialist is responsible for maintaining a solid, personal relationship with the Field Services Organization and/or our e-commerce consumers by providing outstanding care to employees contacting the Customer Experience Center for a variety of reasons. ESSENTIAL DUTIES & RESPONSIBILITIES: Respond to the Field Services representative’s and/or customer inquiries via phone and email in the manner established by department expectations and document those interactions appropriately Will have excellent written and verbal communication skills, as well as demonstrated skills for call center interactions and first contact resolution Skilled in problem solving, analysis and have a high level of empathy and patience to work through issue resolution with Field Service Representatives and/or customers. Work independently and be comfortable meeting a set list of performance based requirements established by the Customer Experience Center at the start of their tenure. Responsible for ensuring that all pertinent details are added to customer cases within the CRM tool, as we respond to their inquiries and resolve their issues. Responsible for reviewing all Field Service Representatives and/or customer data and contact history prior to responding to the customer to ensure we are providing them with the most accurate and efficient resolution to their issues. Utilization of all systems and websites associated with the role to properly support the caller in need to provide the essential information or resolution as required.  Customer Service Experience (1+ years) Internet/Computer Experience (1+ years)Knowledge, Skills & Abilities:  Knowledge and experience in call center practices and processes Exceptional communication skills, both written and verbal Flexible and adaptable, able to work in ambiguous situations Forward looking, ability to identify opportunities using a holistic approach Possess excellent organizational skills and ability to work independently. Demonstrated ability to work within a diversly populated organization that is fast paced and constantly evolving.