Our client is seeking a Customer Experience Representative to ensure excellent service standards, provide efficient and accurate responses to customer inquiries, and maintain high customer satisfaction. Problem-solving is an important part of this team. It requires us to be confident in troubleshooting and investigating if there is not enough information to answer customer questions or resolve complaints. Our team mantras align us with our goals and mission, serving customers with the highest quality of service and support.
- We work vigorously to earn and keep customer trust; we are obsessed with achieving customer happiness.
- We are owners of our function. We act on behalf of the entire company, beyond just our own team, and never say "that's not my job."
- We keep relentlessly high standards. We drive ourselves to deliver high-quality service, always.
- We work together, as a team. We treat each other with respect, speak transparently, and do the work to build trust amongst one another.
- We focus on delivering results with the right quality and in a timely fashion.
Job Overview:
We are seeking a dedicated and motivated Customer Experience Representative to join our team. This individual will serve as a key point of contact for our clients, providing exceptional support via phone, chat, and email. The ideal candidate will possess strong communication skills, a customer-first mindset, and a keen attention to detail, with the ability to review, approve, and process applications and claims efficiently.
Key Responsibilities:
Client Communication
- Respond to inbound calls, chat inquiries, and emails in a professional and timely manner.
- Address client questions, concerns, and requests promptly while providing a high level of customer service.
- Maintain a positive, friendly, and helpful demeanor when communicating with clients.
Review and Approve Applications
- Review and process trade applications submitted by clients.
- Ensure all applications meet company guidelines and accurately process the approval or denial of submissions.
- Communicate the outcome to clients in a clear and professional manner.
Claims Processing
- Review and process claims submitted by clients, ensuring accurate documentation and timely resolution.
- Collaborate with relevant departments to ensure claims are processed efficiently.
- Provide clients with updates on the status of their claims and address any questions or concerns.
Customer Record Maintenance
- Maintain and update customer records in the system, ensuring all information is accurate and current.
- Handle customer record requests with care and accuracy.
Problem-Solving and Issue Resolution
- Quickly assess and resolve client issues in a positive and proactive manner.
- Ensure that each client interaction results in a satisfactory outcome, using sound judgment and problem-solving skills.
- Escalate issues to higher management as needed when further support is required.
Administrative Support
- Perform various administrative tasks, including data entry and filing, as needed.
- Assist with other customer service-related functions as directed by management.
Qualifications:
- Strong verbal and written communication skills.
- Exceptional problem-solving abilities and the ability to think on your feet.
- Detail-oriented and able to manage multiple tasks simultaneously.
- Proficiency in using customer service software, Microsoft Office, and CRM systems.
- Ability to remain calm and professional in high-pressure situations.
- Previous customer service experience preferred.
Core Skills and Attributes:
- Client-focused with an emphasis on delivering exceptional service.
- Ability to work well independently and as part of a team.
- Quick thinker with a positive attitude and solution-oriented mindset.
- Highly organized with strong time-management skills.
Work Location:
This team sits in the fulfillment warehouse in Fort Mill, SC, and works from the office 5 days a week. This team works Monday- Friday, 9:00 pm-5:00 pm EST.