Customer Experience Specialist (Part-Time)

Thomas and Company•Nashville, TN

About The Position

The job of Customer Experience Specialist (Part-Time) is to support the verifications line of business by answering all customer inquiries via phone, chat, and email while assisting clients with their needs related to T&C. This includes fielding inquiries for the UCM line of business and directing callers to the appropriate resource. They will answer chat inquiries, log calls, handle complaints, troubleshoot problems and provide directions, and send post call follow up. They must have the ability to take initiative and work independently with little supervision as well as work well with varying levels of internal management staff while maintaining positive working relationships with clients, peers, and other team members. This role reports directly to the Director of Customer Experience.

Requirements

High School Diploma or equivalent
Previous experience in a Call Center role or environment is a plus
Proven track record of taking high volume calls daily
Customer service chat experience is a plus
Able to think outside the box and solve problems creatively
Deliver above-and-beyond customer service across all support channels with professional communication and a brand ambassador mindset.
Hold conversations, not interactions.
A thoughtful/professional communicator (both online and offline) who understands the importance of tone
Empathetic and able to adapt your communication style to best suit your audience
Highly organized and attentive to detail
A well-rounded team player who takes ownership of your work
Must be flexible with a "can do" attitude and a willingness to assist with varying tasks to support the business needs as they arise.
Notice even the smallest trends and pain points in our work, then brainstorm solutions to improve each customer's experience
Must be proficient in MS Word, MS Excel, Outlook
Ability to deal with stressful situations to achieve desired business results

Nice To Haves

Zendesk experience is a plus!

Responsibilities

Manage high volume of inbound calls (approx. 90 per day), chats, and emails with efficiency and accuracy
Follow Call Center "Procedures" while meeting or exceeding productivity and quality metrics
Identify caller's needs, clarify information, and direct the caller providing a solution and/or resolution, including follow up as needed
Support verifications line of business with tasks as identified by management including but not limited to indexing, routing, completing, and/or returning verifications.
Identify and escalate priority issues to management, while maintaining a professional demeanor at all times with inbound callers.
Become an expert in all things verifications, as well as T&C company processes and policies.
Use Zoom to interact with your teammates, management, and other departments
Handle sensitive and confidential information appropriately
Take initiative and work independently with little supervision
Be the face of T&C and build strong customer relationships
Adapt to changes in processes, policies, and tools used
Maintain excellent attendance and adherence to schedule including scheduled breaks