Customer Experience Associate (225-714)

As a Customer Experience Associate, you will be at the forefront of our company's efforts to provide exceptional service and ensure customer satisfaction. You will interact directly with customers, helping them navigate our offerings and address their issues with care and professionalism. Your role is crucial in creating meaningful customer relationships and in representing the company positively. This position requires a passion for customer service, attention to detail, and the ability to solve problems efficiently. You will also work within a dynamic team environment, so strong communication skills and a collaborative spirit are essential. A successful Customer Experience Associate will turn every customer interaction into a positive experience, fostering loyalty and positive brand perception.

Responsibilities

• Interact with customers to provide and process information in response to inquiries.
• Identify customer needs and assist them in resolving their concerns efficiently.
• Manage large amounts of inbound and outbound calls in a timely manner.
• Build sustainable relationships and trust with customer accounts through open communication.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Adhere to communication protocols, guidelines, and policies with every customer interaction.
• Keep records of customer interactions, process accounts, and file documents accurately.
• Follow communication procedures, guidelines, and policies without deviations.
• Provide accurate, valid, and complete information using the right methods/tools.
• Meet individual and team customer satisfaction targets consistently each month.
• Collaborate with team members to improve services and deliver solutions.
• Continuously update knowledge on a company’s products and services.

Requirements

• Proven customer support experience or experience as a Client Service Representative.
• Familiarity with CRM systems and practices is highly advantageous.
• Strong phone contact handling skills and active listening capabilities.
• Customer orientation and the ability to adapt/respond to different personalities.
• Excellent communication and presentation skills are required for this role.
• Ability to multitask, prioritize, and manage time effectively under pressure.
• High school diploma or equivalent; college degree preferred but not required.