Customer Experience Specialist II

Thermo Fisher Scientific • Hanover Park, IL

5d • Onsite

About The Position

As member of the Thermo Fisher Scientific Team, you will carry out important work, such as assisting customers in finding cures for cancer, protecting the environment, or making sure our food is safe. Your work will have real-world impact! We will support you in achieving your career goals every step of the way. How will you make an impact? What will you do? The Customer Experience Assessor (CEA) assesses voice, email, and chat interactions relative to established criteria and calibrated standards to ensure our customers have a positive experience. These assessments are done on scoring forms and focus on areas such as job knowledge, accurate system usage, soft skills, and first contact resolution. The CEA will provide additional mentoring to agents in the greatest need, such as new hires and/or those below goal. Data from all evaluations will be analyzed for targeted training, development, and/or process improvements to drive and improve the customer experience, and ultimately, CAS. Additionally, the CEA will assist with research and coaching related to opportunities raised by our sales team and customer survey responses. How will you get there?

Requirements

• High School graduate, or GED required.
• At least 2 years experience in one of our CCG US call centers as a Customer Service Representative while maintaining strong quality scores.
• Demonstrates strong interpersonal skills using judgment when needed
• Strong focus and attention to detail
• Strong time management and prioritization skills
• Self-motivated yet know when to seek mentorship
• Proficiency with MS Office products, particularly Excel
• Ability to analyze data and make recommendations for improvement

Nice To Haves

• A bachelor’s degree is preferred, applicants with demonstrated experience and knowledge will also be considered.
• Experience in working across functions and establishing strong working relationships
• Needs minimum direction to achieve interpersonal goals
• Successful candidates are fully trained on all CS systems, processes, and procedures including phone, email and RGA training

Responsibilities

• Assess voice, email, and chat interactions relative to established criteria and calibrated standards.
• Provide mentoring to agents in need.
• Analyze data from evaluations for targeted training, development, and/or process improvements.
• Assist with research and coaching related to opportunities raised by our sales team and customer survey responses.

Benefits

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees