Customer Experience Specialist
About The Position
The Customer Experience Specialist ensures a positive customer experience for all customers, trade allies and stakeholders interacting with Energy Trust by maintaining customer experience processes and documentation, providing training to customer-facing Energy Trust and PMC staff, monitoring call center interactions with customers and supporting complaint resolution in coordination with the Customer Experience Manager. The Customer Experience Specialist supports development and review of customer service process documentation, and provides input and technical expertise for contact center, program and outreach staff along with providing input for PMC and PDC statements of work. This position regularly interacts with PMC and PDC contact center representatives and management to monitor call quality, provide coaching input, conduct training, recommend call routing improvements, determine documentation and resource needs and facilitate complaint resolution. The position interacts with customers on a routine basis to assist with escalated concerns or respond to sensitive or complex questions. The Customer Experience Specialist also assists the Customer Experience Manager or Customer Experience Lead with process mapping and oversees assigned customer experience improvement projects.
Requirements
- Bachelor’s degree in a relevant discipline or equivalent combination of education and professional experience in contact centers or other customer service roles.
- Three years of experience in developing processes, procedures and systems to serve customers in an efficient and conscientious manner.
- Excellent customer service, organization, verbal and written communication skills.
- Strong understanding of data systems, including Customer Relationship Management systems, reporting tools and project management techniques.
- Experience working with telephony and IVR systems and telephony system reporting.
- Demonstrated experience working on record or data system projects or improvements.
- Demonstrated experience working on multiple concurrent team-based initiatives.
- Demonstrated experience writing requirements for data and system enhancements.
- Demonstrated understanding of standard work agreements and contracts, and experience working with a legal department to mitigate risk.
- Demonstrated experience in conflict and complaint resolution, particularly in sensitive or high-profile situations.
- Proficiency in Microsoft Word, PowerPoint and Excel. Experience with SharePoint a plus.
Nice To Haves
- Experience in project management is preferred.
- Preference for experience in a contact center or in-person customer service role.
- Familiarity with or background in energy efficiency and renewable energy preferred but not required.
Responsibilities
- Develop and maintain customer experience policies and process documentation
- Support and train contracted contact center staff and management.
- Monitor call recordings to determine call quality levels in coordination with contracted contact center management and Customer Experience Manager.
- Advise Energy Trust and PMC staff on customer experience best practices, Energy Trust customer experience procedures and requirements.
- Interact with customers by phone, email, or written letters to troubleshoot concerns and address escalated complaints.
- Report on complaint volumes, categories and outcomes on a regular basis.
- Lead or facilitate process mapping exercises with Energy Trust, PMC and PDC staff.
- Respond to written customer, trade ally and stakeholder inquiries.
- Lead projects to improve existing customer-facing processes or develop new processes to meet new or changing needs.
- Advocate for customers when exceptions are warranted to resolve concerns.
- Serve as a member of the Customer Experience Team to implement projects and processes to improve service for customers, trade allies, community partners and stakeholders.
- Perform other job-related duties as assigned.
- Perform all functions of the job in a safe manner.
Benefits
- Health/dental/vision insurance
- Employer sponsored and paid life/disability
- 401(k) with a company contribution of 6% of your salary after 90 days of employment
- TriMet pass
- Access to health and dependent FSA/HSA accounts
- Generous paid vacation, holidays and sick days
- Paid volunteer hours
- Employee assistance program
- Career advancement opportunities
- Great colleagues and culture
- Flexibility to work from home and/or an office space at the Portland, OR location
- Work from home laptop provided
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
51-100 employees
