CX Customer Experience Specialist

Position Overview

As a CX Customer Experience Specialist, you'll be an essential part of our team, dedicated to delivering outstanding customer service to both internal and external clients. Your role involves effective communication, a positive attitude, empathy, and attention to detail, ensuring that we meet company goals by coordinating with various internal divisions.

This is NOT a remote position. This position is in office. 

Key Responsibilities

• Prompt Response: Respond quickly to client inquiries via phone, email, or text using sales script provided to ensure timely assistance.
• Customer Service Excellence: Provide exceptional customer service by understanding and addressing customer needs with empathy and a positive approach.
• Empathy and Understanding: Handle customer interactions with patience and understanding, offering personalized solutions to meet their needs.
• Accurate Documentation: Keep detailed records of customer interactions and follow up as needed to ensure all issues are resolved.
• Continuous Improvement: Look for opportunities to improve your work and suggest enhancements to policies and procedures to better the client’s experience.
• Product and Service Knowledge: Develop a deep understanding of our products and services to effectively address customer concerns.
• Team Collaboration: Work closely with your team to brainstorm solutions and maintain a united front in addressing customer issues.
• Active Listening: Listen carefully to customers to provide solutions tailored to their specific needs.
• Upselling: Utilize your knowledge to inform customers about additional services that may benefit them.
• Closing Sales: Use your communication skills to close sales and handle objections to ensure customer satisfaction.

Required Qualifications

• Customer Focus: Dedicated to providing excellent customer experience, turning complaints into positive outcomes.
• Empathy: Demonstrate strong empathy and patience in understanding and addressing customer concerns.
• Problem-Solving: Apply analytical and critical-thinking skills to resolve complex situations effectively.
• Communication Skills: Exhibit strong verbal and written communication skills.
• Conflict Resolution: Capable of resolving conflicts positively and diplomatically.
• Attention to Detail: Maintain thorough and accurate documentation of customer interactions.
• Flexibility: Availability during weekends or evenings as needed to meet client demands.
• Teamwork: Collaborate effectively with team members to achieve shared goals.
• Experience: Previous experience in a call center or customer service role is preferred.
• Technical Proficiency: Comfortable using customer service software and communication tools.
• Education: High school diploma or equivalent required; additional certifications are a plus.

Benefits

• Competitive Pay: Starting pay of $20-$26 per hour plus bonus opportunities and an abundance of opportunity to grow within the company.
• Health & Wellness: Medical, dental, vision, and life insurance, with a health savings account (HSA).
• Retirement Plans: 401(k) plan to support your future financial security.
• Ongoing Training: Comprehensive training to help you develop and refine your skills.