Customer Experience Representative

ITEL LABORATORIES INC • Jacksonville, FL

40d

About The Position

The Customer Experience Representative serves as a key liaison between customers and partners, providing timely assistance, answering questions, and resolving issues in a fast-paced, customer-focused environment. The Customer Experience Representative collaborates with insurance companies and independent adjusters to ensure accurate data collection. This role is centered on delivering personalized solutions tailored to each customer’s unique situation, always prioritizing their needs throughout the process.

Requirements

• High school diploma or equivalent
• At least one (1) year of customer service experience
• Organized and detail oriented
• Ability to remain composed and professional in a fast-paced environment
• Strong time management and decision-making skills
• Flexible and dependable team player
• Excellent verbal and written communication skills
• Proficient with Microsoft Office Suite or related software

Nice To Haves

• Bachelor’s degree
• Experience with Salesforce, Genesys and Chat platforms
• Proficient in English and Spanish
• Proficient in at least 60 WPM

Responsibilities

• Responds efficiently and accurately via phone, email and CX chat groups to customer inquiries, providing solutions and ensuring that they feel supported and valued
• Handles high volumes of inbound and outbound customer calls related to but not limited to building material testing status and results, providing first-call resolution and customer satisfaction
• Resolves customer issues and complaints effectively and efficiently to ensure contractual service levels (SLAs) are met
• Maintains accurate records of customer interactions and transactions
• Recognizes both basic and advanced problems, conducts research, provides resolution and follows up with customers in a timely manner to ensure an outstanding experience
• Helps customers use, understand, and get the most out of itel’s products and services
• Escalates any concerns as applicable to the appropriate resource or manager
• Documents customer interactions and notifies management of any emerging trends
• Promotes a positive and productive environment, supporting teamwork and communication

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees