POSITION OVERVIEW:

The Customer Experience Specialist will manage large amounts of inbound and outbound communication in several formats, including phone, email, mail, or social media. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries – keeping customer satisfaction at the core of every decision and behavior.
This full time position is part of a team of Specialists who work with our internal and external customers from 9am to 10pm EST each day with Sunday being from 11am to 7pm. While we like to have some normalcy in shifts, we need for candidates to have the flexibility to assist with adjusting shifts for coverage when the need arises. Team members will work remotely with required in-office time, as scheduled. The office is located at our Corporate office in Jeffersonville, Indiana.

SKILLS, KNOWLEDGE, AND QUALIFICATIONS:

• Must be 18 years or older.
• High school degree or equivalent.
• Customer Experience or Call Center experience, desired but not required
• Strong analytical and problem-solving skills.
• Able to properly handle confidential and sensitive information.
• Effective phone and verbal communication skills, including active listening.
• Able to articulate information in writing.
• Basic knowledge with computers and other technology.
• Demonstrate efficiency in Microsoft suite.
• Strong organizational and planning skills.
• Customer focus and adaptability to different situations and personality types.
• Ability to follow instructions.
• Ability to multi-task, set priorities and manage time effectively, in a fast-paced environment.
• Must have open availability to work call center hours.
• Should have the ability to work from home, with limited interruption or distraction (reliable internet required).

• Manages incoming calls and customer service inquiries or complaints via phone, email, mail, or social media.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves problems by identifying issues; researching and exploring answers; coming up with alternative solutions; escalating unresolved problems; and implementing solutions.
• Courteously and professionally handles customer complaints, provides appropriate solutions and alternatives to ensure an above-average experience for the customer.
• Identifies and reports repetitive customer service issues so the company may proactively take action and prevent complications in the future.
• Delivers accurate, valid and complete information by using the prescribed methods and tools provided by the company.
• Effectively utilizes the company’s database to accurately record customer interactions.
• Successfully manages multiple open software programs and screens simultaneously.
• Keeps equipment operational by following established procedures and reporting malfunctions as they arise.
• Stays up-to-date on company deals and promotions and communicates the details with customers when the opportunity exists.
• Reads from scripts when applicable.
• Available during call center hours:
• Though CES hours may vary, Call Center Hours are:
• 9:00 AM – 10:00 PM EST, Monday thru Saturday
• 11:00 AM – 7:00 PM EST, Sunday
• Performs other duties as assigned.