Customer Experience Specialist (CSR)

Lakeshore Recycling Systems•Rochester, MN

About The Position

As a Customer Experience Specialist (M-F, 8:00am-4:30pm), you are part of a team supporting and serving our customers and clients through inbound and outbound calls. You will be expected to demonstrate a resourceful and quick thinking mindset that will assist with callers and answer questions in a concise manner as well as providing an exceptional and committed customer experience to our users through phone, email, and chat support

Requirements

High School Diploma or GED
Previous 2-3 years of call center experience
Naturally positive, helpful, and courteous attitude
Willingness to assist with client’s needs
Demonstrable patience and attentiveness in all communication and interactions
Comfortable working in a fast-paced and very active group environment
Able and willing to work cooperatively with team members to build a strong sense of camaraderie and teamwork
Self-motivated to provide top notch customer service
Exceptional verbal and written communication skills
Detail-oriented with strong organizational skills
Ability to think critically and creatively in order to proactively and independently solve problems
General math skills
Maintain a positive and professional attitude and outlook with customers and coworkers
Adhere to attendance and scheduling policies
Excellent Microsoft Word / Excel / Outlook Software Skills

Responsibilities

Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience
Strive for first-contact resolution with each interaction
Take ownership and tackle potentially complex and heightened user concerns with a positive and supportive attitude while making decisions and judgments to appropriately resolve those situations
Collaborate with other team members to ensure consistent and seamless services while also exercising time management and task prioritization
Work with team leaders to identify opportunities to improve processes, products, and services
Update customer information in the system during and after each correspondence
Answer incoming calls from prospective customers to explain services and products offered while providing additional service offerings
Become proficient with client programs and develop product knowledge
Record and verify names, addresses, purchases, and reactions of prospective customers
Handle incoming calls (orders, inquiries, complaints, etc.) and direct calls for further problem resolution if necessary
Participate in learning opportunities for process improvements, time management, and technology skills
Follow company policies and procedures
Special Projects and other duties as needed