Customer Experience Representative II

📋 Description

• Uphold a positive, empathetic, and professional demeanor towards customers at all times, even during high-pressure or escalated situations.

• Respond swiftly to customer inquiries in a fast-paced environment with high call volumes and minimal supervision.

• Engage with customers through telephone, email, and online chat to address complex product-related questions, resolve advanced issues, and provide comprehensive education on Record Hub processes.

• Independently investigate and resolve intricate product and service complaints, including those that require collaboration across functions.

• Identify patterns in customer concerns and suggest enhancements to workflows, tools, or knowledge resources.

• Act as an escalation point for Level I representatives, offering informal guidance or peer support when necessary.

• Ensure that appropriate measures are taken to fully resolve customer issues and concerns, following through to completion.

• Accurately manage customer accounts and maintain detailed records of interactions, inquiries, and resolutions.

• Conduct outbound calls and emails to customers to provide education, proactive updates, and resolution of issues.

• Communicate and collaborate effectively with colleagues, specialists, and internal partners to meet customer needs.

• Provide constructive feedback on the efficiency and effectiveness of customer service processes.

• Participate in training, onboarding, or knowledge-sharing initiatives as requested.

• Perform additional related duties as assigned.

⛳️ Requirements

• High school diploma, general education degree, or equivalent is mandatory.

• A minimum of 4 years of customer service experience, preferably in healthcare, data, or technology sectors.

• At least 2 years of experience in a call center or customer support setting.

• Proven experience in handling complex cases, escalations, or specialized customer issues.

• Familiarity with call center phone systems such as RingCentral.

• Strong data entry and typing capabilities (30+ WPM).

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company match.

• Opportunities for professional development and career advancement.

• Flexible work schedule options.

• Paid time off and holiday pay.