Customer Experience Associate – Call Center

This is a fully remote position, open to applicants in United States.

📋 Description

• Engage with customers through various channels including phone, email, chat, social media, and SMS.

• Manage customer interactions fluidly, transitioning between channels as necessary.

• Provide assistance in responding to customer inquiries, updating accounts, and resolving issues.

• Precisely document all customer interactions using the business application.

• Review pending work orders, conduct research, and initiate outbound calls, emails, texts, and chats to customers to identify and address potential problems.

• Discuss our referral program along with new products and services with customers.

• Enhance service levels by meeting individual call metrics that are continuously evaluated.

⛳️ Requirements

• High School Diploma or equivalent qualification.

• A minimum of one year of relevant customer service experience in an omnichannel or multichannel call center setting.

• Strong verbal and written communication abilities to effectively manage inquiries and resolve customer issues.

• Exhibit empathy and patience, particularly when interacting with upset or frustrated customers.

• Utilize customer data to tailor interactions, ensuring that customers feel appreciated and understood.

• Maintain consistent service quality across all channels, upholding the same level of professionalism and support.

• Excellent spelling and grammar skills.

• Familiarity with company-specific monitoring center software for CRM and scheduling.

• Proficient in Microsoft Office Programs to create documents as required.

🏝️ Benefits

• Competitive salary with opportunities for incentives.

• Comprehensive medical, dental, and vision insurance.

• HSA/FSA programs available.

• Company-funded life and AD&D insurance.

• Company-sponsored short- and long-term disability coverage.

• Optional voluntary benefit products.

• 401k retirement savings plan eligibility after just 60 days.

• 7 designated company holidays, plus 2 floating holidays of your choice.

• Paid time off.

• Tuition reimbursement program.

• Employee Assistance Program (EAP).