Client Experience Specialist

Technekes • Morrisville, NC

139d • Remote

About The Position

The Agriculture Client Experience Specialist will serve on a team of individuals representing the virtual, customer-facing points-of-contact for the client and their customers. The Client Experience Specialist team extends stellar customer service on behalf of the client to ensure a positive experience. Duties include gaining a thorough understanding of the client's business and program, receiving inbound calls, emails, and support tickets, responding to communications within 24 hours, documenting all communications for metric reporting, handling heavy call volumes with attention to detail, identifying opportunities for efficiency gains, assisting clients and their customers, providing warm transfers to other departments, documenting system issues, building relationships with sales personnel, acting as the client's representative, providing systems support, merchandising customer feedback, supporting training of new team members, collaborating on best practices, and providing support through Quality Assurance testing.

Requirements

• College degree, preferably in Agriculture and/or Business Management
• Experience in customer service handling high volume phone and email traffic (at least 90-95% of the day is spent on the phone and answering emails)
• Strong attention to detail and sense of urgency when following up with customers
• High professionalism and willingness to serve the customers' needs
• Adept and comfortable using multiple web-based systems simultaneously
• Excellent interpersonal, written, verbal, and telephone communication skills; Fluency in English
• Capacity to work under tight timelines and in team-oriented environments
• Proven ability to adapt and thrive in a changing environment
• Proven ability to function well in a high-paced and at times stressful environment
• Proficient with Microsoft Office Suite or related software
• Must be able to work in the Charlotte or Raleigh office and the ability to work from home when necessary

Responsibilities

• Gain a thorough understanding of the client's business and program
• Receive inbound calls, emails and support tickets from the client's field sales reps, retail and/or farmer customers
• Respond to all email communications and support tickets, as well as missed calls and voicemails within 24 hours
• Document all inbound and outbound communication for metric reporting to the client
• Handle heavy call volume periods with high service and great attention to detail
• Identify opportunities for efficiency gains and additional support during low call volume periods
• Assist client and their customers with all matters relating to the program
• Provide support to the customer with warm transfers to other departments within the client organization or customer follow up once further research is conducted
• Provide the customer with an estimated timeframe for follow-up or communication if further research is required
• Document and report system issues via a ticketing system for resolution with appropriate technical resources
• Build meaningful relationships with our client's sales personnel and stakeholders
• Act as our client's representative and advocate, ensuring delivery of accurate information, excellent service and resolving concerns in a timely manner
• Provide systems and programs related support to field personnel and client stakeholders
• Merchandise customer Voice of Customer (VOC) with TKXS Management to share with internal stakeholders and/or key client stakeholders
• Support in training new team members as needed
• Collaborate with staff management to prepare and ensure adherence to best practices
• Provide support through Quality Assurance (QA) testing of new system functionality

Benefits

• Health insurance
• Maternity and paternity leave
• 401(k)-matching program
• Affordable family benefits
• Prescription drug insurance
• Pet insurance
• 100% coverage of dental, vision, and life insurance for full-time employees

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees