Customer Experience Specialist

Position Summary:

The Customer Experience Specialist serves the Prepaid Distribution Partners (clients) as their supplier and customer service contact by assisting with ordering, resolving issues related to orders, routing incoming calls, and answering basic customer questions. 

Essential Responsibilities:

• Answers and directs incoming calls for both the Customer Support and Finance department. Effectively manages customer expectations (e.g., reshapes incorrect/inappropriate assumptions, establishes realistic timeframes, pushes back as necessary).  Escalates to finance according to Standard Operating Procedures.
• Monitors incoming orders from the Dashboard system, to address any special Comments, COD (checking for credits to be applied), or Finance holds according to Standard Operating Procedures. Communicates with Supply Chain on any inventory issues that arise.
• Monitors Team inbox, Salesforce Chatters and Teams messaging for communications that need attention. This can be from any sales team member regarding any number of issues or needs. Logging concerns in salesforce account according to Standard Operating Procedures.
• Logs in to their LIVECHAT account to monitor for any incoming chats from clients. At times escalations are required to another department depending on the need.
• As needed, collects information from clients via phone and email to process device orders; supports RMAs using information from clients.
• Works diligently to keep the Sales team informed of any issues involving their clients.
• Monitors inventory tracking system throughout the day to make sure products are not oversold and communicates with the Supply Chain Manager. Utilizes Team chat rooms to communicate across departments to be efficient.
• Conducts end of the day procedures for closing and locking up the building as scheduled.
• Stays knowledgeable and informed of all current Prepaid promotions, including review of weekly promotional email (Boost/Dish Newsletter). Escalates to account managers as needed.
• Provides customer service by explaining promotions and phone pricing to callers; answers any questions they may have. The most detailed of this would be around allocations and constrained inventory.  Sometimes training and reinforcing previously published policies to foster better performance from the client.
• Communicates miss-ships or possible miss-ships of handset devices with Senior Customer Support Specialist and works through resolution according to Standard Operating Procedures.

Non-Essential Responsibilities:

• Support other departments with projects, as necessary.
• Occasionally support the warehouse team as requested.
• Other duties as assigned.

Supervision Received:

Specific Direction: Follows established work procedures. Receives periodic checks for performance. Refers unique questions/conditions to immediate supervisor.

Supervisory Responsibilities:

No supervision: No supervisory responsibilities.

Education & Experience:

• High school diploma or GED equivalent
• One (1) to two (2) years of experience in retail sales, preferred.
• One (1) to two (2) years of experience in a call center setting, preferred.
• One (1) to two (2) years of experience in administrative support or scheduling, preferred.

Other Knowledge, Skills & Abilities:

• Proficient in Microsoft Office suite of products and SharePoint.
• Ability to communicate effectively both verbally and in writing in a clear, concise, understandable manner; bilingual in Spanish is beneficial.
• Basic mathematics and reading comprehension abilities.
• Advanced knowledge of principles and processes for providing exceptional customer services.  Ability to professionally address unsatisfied customers and de-escalate heated situations.
• Ability to develop specific goals and plans to prioritize, organize, and accomplish assigned work.
• Ability to adjust priorities and manage time wisely in a fast-paced environment.
• Ability to interact positively with a wide array of individuals from diverse cultural and socio-economic backgrounds.
• Ability to work independently and in a teamwork environment.

Core Competencies:

• Organized: Ability to be structured and methodical in working skills, balancing multiple projects, and prioritizing.
• Written Communication: Ability to write letters, reports, articles , and e-mails using clear and concise vocabulary, style, grammar, and punctuation.
• Customer Orientation: A desire to serve clients by focusing efforts on listening and responding effectively to customer questions, resolving customer problems to their satisfaction, and evaluating customer satisfaction.
• Time Management: Ability to effectively utilize available time for the completion of necessary job tasks.
• Initiative: Ability to act promptly and take steps to solve or settle an issue proactively.