The Customer Experience Representative serves as a key liaison between customers and partners, providing timely assistance, answering questions, and resolving issues in a fast-paced, customer-focused environment. The Customer Experience Representative collaborates with insurance companies and independent adjusters to ensure accurate data collection. This role is centered on delivering personalized solutions tailored to each customer's unique situation, always prioritizing their needs throughout the process.
KEY RESPONSIBILITIES
Responds efficiently and accurately via phone, email and CX chat groups to customer inquiries, providing solutions and ensuring that they feel supported and valued
Handles high volumes of inbound and outbound customer calls related to but not limited to building material testing status and results, providing first-call resolution and customer satisfaction
Resolves customer issues and complaints effectively and efficiently to ensure contractual service levels (SLAs) are met
Maintains accurate records of customer interactions and transactions
Recognizes both basic and advanced problems, conducts research, provides resolution and follows up with customers in a timely manner to ensure an outstanding experience
Helps customers use, understand, and get the most out of itel's products and services
Escalates any concerns as applicable to the appropriate resource or manager
Documents customer interactions and notifies management of any emerging trends
Promotes a positive and productive environment, supporting teamwork and communication
ROLE QUALIFICATIONS
EDUCATION & EXPERIENCE
REQUIRED
High school diploma or equivalent
At least one (1) year of customer service experience
Organized and detail oriented
Ability to remain composed and professional in a fast-paced environment
Strong time management and decision-making skills
Flexible and dependable team player
Excellent verbal and written communication skills
Proficient with Microsoft Office Suite or related software
PREFERRED
Bachelor's degree
Experience with Salesforce, Genesys and Chat platforms
Proficient in English and Spanish
Proficient in at least 60 WPM
KEY COMPETENCIES
Results-Oriented: ability to plan, schedule and organize professional schedule to achieve strategic goals within or ahead of established time frames
Adaptability to Change: ability to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment
Interpersonal Communication: ability to choose a communication behavior that is both appropriate and effective for a given situation; the ability to understand and manage your own emotions, as well as recognize and influence the emotions of others
Team Orientation and Collaboration: ability to successfully build and maintain collaborative relationships to work effectively together as a team through shared responsibility, respect, and empathy to complete a shared goal for a common good
Accountability: ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive change
Cultural Competence: ability to understand and respect values, attitudes, beliefs, and mores of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions
WORKING CONDITIONS/EQUIPMENT USE
Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions
Valid driver license with proof of insurance
Must be able to lift up to fifteen (15) pounds
Frequent use of office machines to include telephone, computer, and printer
Numbers & Facts
Location
Jacksonville
Skills
Calendar Managementunmatched
Communication Skillsunmatched
Customer Experienceunmatched
Customer Relationsunmatched
Customer Satisfactionunmatched
Customer Support/Serviceunmatched
Data Collectionunmatched
Data Qualityunmatched
Detail Orientedunmatched
Driver's Licenseunmatched
English Languageunmatched
Establish Prioritiesunmatched
Genesys Solutionsunmatched
High School Diplomaunmatched
Insuranceunmatched
Interpersonal Skillsunmatched
Materials Testingunmatched
Microsoft Officeunmatched
Organizational Skillsunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Program Evaluationunmatched
Project Trackingunmatched
Research Skillsunmatched
Resolve Customer Issuesunmatched
Resource Managementunmatched
Salesforce.comunmatched
Service Level Agreement (SLA)unmatched
Spanish Languageunmatched
Team Playerunmatched
Time Managementunmatched
Track Customer Issuesunmatched
Trend Analysisunmatched
Writing Skillsunmatched
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