Global Customer Service Experience Specialist

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

📋 Description

• Ensure that the leadership of the customer experience center aligns with Coinstar's culture, brand, and values.

• Monitor key performance indicators (KPIs) to guarantee that the customer experience center provides a quality experience as specified in the Statement of Work.

• Address and/or authorize Tier 1 customer service issues for the customer service vendor.

• Responsible for resolving customer complaints through various platforms and agencies (e.g., social media, Better Business Bureau, email, etc.).

• Engage in vendor meetings, quality calibration sessions, and business reviews.

• Lead vendor team meetings.

• Conduct audits to verify compliance with company policies and procedures.

• Advocate for business strategies and the implementation of new products.

• Provide recommendations to the Vendor Manager regarding existing policies and procedures, as well as improvements to day-to-day processes.

• Coordinate and assist with additional tasks as necessary, collaborating with other departments to address issues related to the vendors, either directly or indirectly.

• Perform a variety of administrative tasks.

⛳️ Requirements

• High School diploma or equivalent.

• At least 1 – 2 years of experience in an operations environment, ideally within Customer Service or Call Center operations.

• Some supervisory experience is preferred.

• Proficiency in Microsoft Office Suite.

• Familiarity with call center technology is preferred.

• Strong analytical skills to interpret trends, identify root causes, and formulate conclusions and/or recommendations.

• Versatile and adaptable to respond quickly and effectively to multiple changing priorities.

• Excellent oral and written communication skills are required.

• Bilingual (English/Spanish) is preferred.

🏝️ Benefits

• Health & Wellness Coverage – Choose from three exceptional medical plans, along with dental and vision insurance.

• Short- and Long-Term Disability Insurance.

• Life Insurance.

• Retirement Savings – Traditional and Roth 401(k) plans with an immediate vesting company match.

• Paid Time-Off – PTO starts at 18 days per year, in addition to 10 company holidays and 2 floating holidays annually.

• We also provide paid parental and adoption leave.

• Other Perks and Benefits – A generous Corporate Matched Giving plan and an Employee Assistance Program.

• Work Environment – Enjoy a casual and flexible work atmosphere with options for remote work.