Customer Experience Specialist - On-Site

Teleperformance • Bristol, TN

13h • Onsite

About The Position

The Customer Experience Specialist is an on-site banking customer support role in Bristol, Tennessee. The employee serves as a primary contact for clients, handling inbound and outbound communications through phone, email, chat, and/or social media. Using web-based tools and desktop systems, the specialist responds to questions and concerns, works to resolve issues, and helps provide a positive customer experience in a fast-paced environment. The position may also involve processing payment requests, escalating issues when appropriate, documenting call information, providing feedback on call issues, and upselling when required.

Requirements

• High school diploma or equivalent.
• At least 6 months of customer service experience.
• Must be 18 years of age or older.
• Ability to type at least 25 words per minute.
• Proficiency in PC operation and navigation.
• Comfort with desktop computer systems and general knowledge of Windows-based systems.
• Ability to work on-site at the Bristol, Tennessee location.
• Ability to follow established procedures and maintain a customer-service focus.
• Ability to collaborate with team members, supervisors, and support departments.
• Strong communication, listening, analytical, organizational, and problem-solving skills.
• Ability to prioritize tasks and work under pressure while remaining focused.
• Openness to feedback, evolving policies, and a structured schedule that includes a variety of shifts.
• Strong critical-thinking skills and a proactive, solution-oriented approach.

Nice To Haves

• Customer service and/or sales experience.

Responsibilities

• Connect with customers via phone, email, chat, and/or social media to resolve questions or concerns.
• Calmly attempt to resolve and de-escalate issues.
• Escalate interactions when necessary and appropriate.
• Respond to requests for assistance and/or possible payment processing.
• Track call-related information for auditing and reporting purposes.
• Provide feedback on call issues.
• Upsell when required.

Benefits

• Eligible team members may receive medical, vision, and dental coverage.
• Mental health and well-being resources, including Employment Assistance Programs.
• Health and personal time off (HPT) and leave programs, subject to eligibility.
• Competitive 401(k) plans.
• Life insurance.
• Supplemental medical coverage.
• Critical care insurance.
• Pet insurance.
• Flexible spending account (FSA) plans.
• Retailer discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED