Global Customer Service Experience Specialist

Coinstar • Pasco, WA

2h • $23 - $31 • Remote

About The Position

The Customer Experience Vendor Performance Specialist is responsible for ensuring services provided by our outsourced customer service vendor continually enhances the company brand through positive customer and retail partner interactions and experiences, as well as vendor adherence to contractual key performance indicators.

Requirements

• High School diploma or equivalent
• Minimum 1 – 2 years’ experience in an operations environment, preferably with Customer Service or Call Center operations
• Proficiency in Microsoft Office Software
• Analytical skills to interpret trends, identify root causes form conclusions and/or recommendations
• Versatility and flexibility to respond and adapt quickly and effectively to multiple changing priorities
• Excellent oral and written communication skills required

Nice To Haves

• Some supervisory experience is preferred
• Knowledge of call center technology preferred
• Bilingual (English/Spanish) is preferred

Responsibilities

• Ensure that customer experience center leadership is in synch with Coinstar culture, brand, and values
• Monitor KPIs to ensure that the customer experience center delivers a quality customer experience as outlined in the Statement of Work
• Resolve and/or approve customer service Tier 1 issues for customer service vendor
• Responsible for resolving customer complaints via multiple platforms and various agencies (e.g., social media, Better Business Bureau, email, etc.)
• Participate in vendor meetings, quality calibration and business reviews
• Facilitate vendor team lead meetings
• Complete audits to confirm adherence of company policies and procedures
• Champion business strategies and new product implementation
• Bring forward to Vendor Manager recommendations on current policies and procedures as well as day to day process improvements
• Coordinate and assist in other tasks as needed and work with other departments to resolve issues either directly or indirectly relating to the vendors
• Perform various administrative tasks

Benefits

• Three outstanding medical plans to choose from, along with dental and vision insurance, Short- and Long-Term Disability Insurance, and Life Insurance.
• Traditional and Roth 401(k) plans with a company-match that immediately vests.
• PTO accruals begin at 18 days per year, plus 10 company holidays and 2 floating holidays annually.
• Paid parental and adoption leave.
• A generous Corporate Matched Giving plan and an Employee Assistance Program.
• Casual and flexible work environment with work from home options.

What This Job Offers

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