Specialist Customer Experience

Lakeshore Recycling Systems•Rochester, MN

About The Position

The Customer Experience Specialist supports and serves customers and clients through inbound and outbound calls, as well as phone, email, and chat. The role requires resourceful, quick thinking communication to answer questions concisely and provide an exceptional customer experience. The specialist anticipates customer needs, aims to resolve issues on first contact, takes ownership of complex concerns, and collaborates with teammates and team leaders to deliver consistent service and identify process, product, and service improvements. The role also involves maintaining customer information, explaining products and services to prospective customers, developing client-program knowledge, documenting customer details and reactions, and directing calls for further resolution when needed. Other projects and duties may be assigned. The position requires 40 hours per week, plus work on one to two Saturdays per month. Some regional travel is required.

Requirements

High school diploma or GED.
2–3 years of previous call center experience.
Naturally positive, helpful, and courteous attitude.
Willingness to assist with client needs.
Patience and attentiveness in communication and interactions.
Comfort working in a fast-paced, active group environment.
Ability and willingness to work cooperatively with team members and build camaraderie.
Self-motivation to provide top-notch customer service.
Exceptional verbal and written communication skills.
Detail-oriented with strong organizational skills.
Ability to think critically and creatively to solve problems proactively and independently.
General math skills.
Positive and professional attitude with customers and coworkers.
Ability to adhere to attendance and scheduling policies.
Excellent Microsoft Word, Excel, and Outlook 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 of potentially complex or heightened user concerns and resolve them with a positive, supportive attitude and appropriate judgment.
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 services and products, and provide information about additional 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, complaints, and other matters, directing calls for further problem resolution when necessary.
Participate in learning opportunities involving process improvement, time management, and technology skills.
Follow company policies and procedures.
Perform special projects and other duties as needed.