Specialist Customer Experience

Lakeshore Recycling Systems•Summit Township, MI

About The Position

As a Customer Experience Specialist, you are part of a team supporting and serving customers and clients through inbound and outbound calls. The role requires resourceful, quick thinking to assist callers and answer questions concisely, while providing an exceptional and committed customer experience through phone, email, and chat support. The Specialist handles prospective-customer inquiries and existing customer concerns, explains products and services, records and updates customer information, and works with colleagues and team leaders to maintain consistent service and improve processes. The position requires 40 hours per week plus one to two Saturdays per month, and some regional travel.

Requirements

High school diploma or GED.
Two to three years of call center experience.
Naturally positive, helpful, and courteous attitude.
Willingness to assist with client needs.
Patience and attentiveness in communications and interactions.
Comfort working in a fast-paced, active group environment.
Ability and willingness to work cooperatively with team members and build camaraderie and teamwork.
Self-motivation to provide top-notch customer service.
Exceptional verbal and written communication skills.
Detail orientation and strong organizational skills.
Ability to think critically and creatively to solve problems proactively and independently.
General math skills.
Ability to maintain a positive and professional attitude with customers and coworkers.
Ability to adhere to attendance and scheduling policies.
Excellent Microsoft Word, Excel, and Outlook skills.
Availability to work 40 hours per week plus one to two Saturdays per month.

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 of potentially complex and heightened user concerns, and use sound judgment to resolve them with a positive and supportive attitude.
Collaborate with team members to provide consistent, seamless service while managing time and prioritizing tasks.
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, explain offered services and products, and provide additional service offerings.
Become proficient with client programs and develop product knowledge.
Record and verify prospective customers’ names, addresses, purchases, and reactions.
Handle calls about orders, inquiries, and complaints, and direct calls for further problem resolution when necessary.
Participate in learning opportunities related to process improvements, time management, and technology skills.
Follow company policies and procedures.
Complete special projects and other duties as needed.