Specialist Customer Experience

Lakeshore Recycling Systems•Blackberry Township, IL

About The Position

As a Customer Experience Specialist, you will be part of a team supporting customers and clients through inbound and outbound calls, as well as phone, email, and chat support. You are expected to think quickly and resourcefully, answer questions concisely, and provide an exceptional customer experience. The role involves responding to customer needs, resolving concerns, maintaining accurate customer records, explaining products and services to prospective customers, and working with colleagues to support consistent service and process improvements. The schedule is 40 hours per week, plus one to two Saturdays per month. Some regional travel is required.

Requirements

High school diploma or GED.
Two to three years of call center experience.
Naturally positive, helpful, and courteous attitude.
Willingness to assist with clients’ 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 excellent customer service.
Exceptional verbal and written communication skills.
Detail-oriented with strong organizational skills.
Ability to think critically and creatively to proactively and independently solve problems.
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 software skills.
Able to meet the stated physical demands, including frequently lifting and/or moving up to 10 pounds.
Some regional travel is required.

Responsibilities

Anticipate customer needs and go above and beyond to provide an efficient, seamless customer experience.
Strive to resolve customer issues during the first contact.
Take ownership of complex or heightened user concerns and use sound judgment to resolve them in a positive, supportive manner.
Collaborate with team members to provide consistent 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 prospective customers’ incoming calls, explain products and services, and offer additional services.
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 resolution when necessary.
Participate in learning opportunities related to process improvement, time management, and technology skills.
Follow company policies and procedures.
Undertake special projects and other duties as needed.