Customer Experience Associate
About The Position
This is a dynamic opportunity for an experienced Customer Experience Associate to join our Customer Experience team. This role requires strong problem-solving skills and a proven track record in delivering exceptional customer service across all communication channels including phone, chat, email, SMS, and Microsoft Teams. As a member, you will be responsible for delivering high-quality customer service that exceeds expectations. By understanding customer needs and addressing their concerns, you will aim to find the best possible solutions, creating memorable and impactful customer experiences that provide a “Wow” factor. The Customer Experience Associate is responsible for assisting customers with inquiries and providing information eliminating barriers to customer delight, creating memorable and impactful customer experiences. This role requires mastering the applications, software, and tools essential for efficiently and effectively providing excellent customer service.
Requirements
- High School diploma or equivalent required; bachelor’s degree preferred.
- Empathetic and patient demeanor when dealing with challenging situations.
- Excellent problem-solving and decision-making abilities, with a focus on delivering timely and effective solutions to customer needs.
- Ability to prioritize and multitask effectively in a fast-paced, dynamic environment.
- Proficiency in using Artificial Intelligent tools for ad-hoc research and delivery of information, Microsoft Office Suite, and tools, such as Teams telephony system, digital call tracking tools, ticketing platforms, and communication channels (email, chat, SMS).
- Flexibility to adapt to changing priorities and business needs, with a proactive and results-oriented approach to problem-solving.
- 1-5 years’ experience in a customer service or call center role.
- Familiar with Office365, Teams telephony and any data collection or help desk software preferred.
- Experience and skill in using client database software and perform accurate data entry.
Nice To Haves
- Bilingual/Spanish preferred.
- Willingness to work flexible hours, including evenings and weekends if necessary.
- Knowledge of Okta is a plus.
Responsibilities
- Handle all incoming calls, chats, emails, Short Message Service, and Teams messages from clients with professionalism and efficiency.
- Manage all customer assistance including data record creation, workshop and class registration, and technical troubleshooting.
- Track intake aging reports and make the necessary follow up calls and emails to doctor's offices for obtaining the Low Vision Occupational Therapy referrals.
- Provide Lobby coverage as part of weekly rotation providing warm and welcoming in-person service to on site visitors.
- Provide student intake services including appointment booking service.
- Create a culture of customer satisfaction and delight, leading the transformation of our customer satisfaction delivery.
- Demonstrate high comfort levels using software apps and various database systems for data input and reporting including Co-Pilot, Efforts To Outcome, Online Service Navigation Form, and Microsoft Teams. Use Copilot and or equivalent Artificial Intelligent software to generate relevant solutions and information for customers on the spot.
- Use Copilot and or equivalent Artificial Intelligent software to generate relevant solutions and information for customers on the spot.
- Provide accurate and timely solutions for our customer inquiries, concerns, and complaints.
- Utilize active listening and empathy to understand and address customer needs effectively.
- Collaborate with team members to escalate complex issues and ensure swift solutions to any inquiries.
- Collaborate with cross-functional teams, ensuring warm handoffs, when necessary, to provide excellent service.
- Develop and maintain comprehensive knowledge of the organization’s services, trends and changes to effectively address customer inquiries and issues.
- Uphold the organization’s values and mission in all interactions with clients and stakeholders.
- Follow best practices for customer communication and engagement across all channels to enhance customer relationships.
- Continuously seek opportunities for process improvement and provide feedback to enhance the customer experience.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
