Customer Experience Representative
About The Position
The Customer Experience Representative (CER) serves as the frontline of our organization and is an essential part of our overall customer experience. In this role, the CER has daily, direct interaction with customers - delivering essential information about products and services, addressing customer complaints, handling emergency calls and a wide range of other inquiries over the phone. The ideal candidate will possess a deep understanding of customer service policies and best practices, stellar verbal communication skills, and have experience in high-volume contact center environments.
Requirements
- Education: High school diploma or GED.
- Experience: 1 year of Experience in a call center or fast-paced environment.
- Customer Focus: Strong customer-focused approach.
- Attention to Detail: Detail-oriented with exceptional organizational skills.
- Communication Skills: Exceptional customer service, active listening, and verbal and written communication skills, with a professional phone voice.
- Technical Proficiency: Proficiency with computers and web-based programs like Microsoft Office Products
- Problem-Solving: Ability to ask probing questions and diffuse tense situations.
- Time Management: Strong time management and decision-making skills
Responsibilities
- Customer Interaction: Answer calls from customers, understand and address their needs, concerns, or issues with products or services.
- Problem Resolution: Respond efficiently and accurately to callers, offering workable solutions and ensuring customers feel supported and valued.
- Active Listening: Engage in active listening with callers, confirming or clarifying information and diffusing difficult situations as needed.
- Relationship Building: Build lasting relationships with clients and call center team members based on trust and reliability.
- Utilization of Tools: Appropriately utilize software, databases, scripts, and tools.
- Performance Metrics: Understand and strive to meet or exceed call center metrics while consistently providing excellent customer service.
- Product Recommendations: Make recommendations for products or services that may better suit client needs.
- Continuous Learning: Participate in training and other learning opportunities to expand knowledge of the company and position.
- Policy Adherence: Adhere to all company policies and procedures.
- Additional Duties: Perform other duties as assigned.
Benefits
- Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.
- Competitive Compensation: We offer a highly competitive compensation and total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
- Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.
- Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
- Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being.
- Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
- Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Utilities
Education Level
High school or GED
