Customer Experience Associate I

Braille Institue•Los Angeles, CA

11d•Hybrid

About The Position

Join Our Team as a Customer Experience Associate I! Are you passionate about delivering exceptional customer service and creating memorable experiences? Do you thrive in a dynamic, fast-paced environment? If so, we invite you to join our vibrant Customer Experience team as a Customer Experience Associate. This role offers a clear path for career advancement to a Client Experience Associate II position based on your performance and dedication. As a Customer Experience Associate I, you will be an integral part of our team, responsible for exceeding customer expectations and providing activities that create a "Wow" factor in every interaction. You will engage with customers across multiple communication channels, including phone, chat, email, SMS, and Microsoft Teams, demonstrating your problem-solving skills and commitment to exceptional service.

Requirements

High School diploma or equivalent required
Empathetic and patient demeanor when dealing with challenging situations.
Excellent problem-solving and decision-making abilities focused on timely and effective solutions.
Ability to prioritize and multitask effectively in a fast-paced environment.
Proficiency in using AI tools, Microsoft Office Suite, Teams telephony system, digital call tracking tools, ticketing platforms, and communication channels (email, chat, SMS).
Adaptability to changing priorities and business needs with a proactive approach.
Bilingual/Spanish preferred.
Willingness to work flexible hours, including evenings and weekends if necessary.
1-5 years’ experience in a customer service or call center role.
Experience in Front Desk, Hospitality, and Direct Guest Customer Service.
Familiarity with Office365, Teams telephony, and any data collection or help desk software preferred.
Experience in using client database software and performing accurate data entry.

Nice To Haves

bachelor’s degree preferred
Knowledge of Okta is a plus

Responsibilities

Handle incoming calls, chats, emails, SMS, and Teams messages from clients with professionalism and efficiency.
Create a culture of customer satisfaction and delight, transforming our customer service delivery.
Demonstrate proficiency using software apps and database systems, including Co-Pilot, ETO, Online Service Navigation Form, and Microsoft Teams.
Use AI tools like Copilot to generate relevant solutions and information for customers on the spot.
Provide accurate and timely solutions for customer inquiries, concerns, and complaints using active listening and empathy.
Work with team members to escalate complex issues and ensure swift resolutions.
Maintain thorough knowledge of the organization’s services, trends, and changes to address customer inquiries effectively.
Represent the organization’s values and mission in all client and stakeholder interactions.
Continuously seek opportunities for process improvement and provide feedback to enhance the customer experience.
Follow best practices for customer communication and engagement across all channels to strengthen customer relationships.
Perform other duties as assigned