Classification: Support Staff
Exemption Status/Test: Non-exempt
Job Grade: 4
Department: Customer Experience
Reports To: Supervisor, Customer Experience
Job Goal:
To deliver exceptional service and support by actively listening to customer needs, resolving inquiries efficiently, and ensuring a positive, personalized experience that builds trust and promotes loyalty-while aligning with the organization's values, service standards, and performance goals.
Qualifications:
Education:
High school diploma or GED
Experience:
- Four years of experience in a customer service environment with direct customer contact, including phone, email and face-to-face interactions
- Experienced in leading customer service initiatives
Special Knowledge and Skills:
- Excellent interpersonal, communication, problem-solving, and customer service skills
- Strong proficiency in the use of the Microsoft Office suite of products, including Word, Outlook, and Excel
- Ability to learn quickly and utilize Region 4's new CRM system (PACE/eps)
- Skill in reviewing, comparing, and interpreting data to assist in problem-solving and troubleshooting discrepancies in records and reports
- Ability to work across multiple teams with tight timelines to achieve success
- Ability to maintain a composed, positive, and empathetic demeanor
- Ability to prioritize multiple tasks, projects, ad-hoc requests, and deliver results by completing customer requests in a timely fashion
- High attention to detail
- Demonstrates patience, active listening, and professionalism, even under pressure or in challenging interactions.
Major Responsibilities:
- Assist internal and external customers by responding to phone calls, e-mails, and in-person inquiries in a positive professional manner with minimal errors.
- Provide support by accurately entering and managing data in applications, reports, or in response to customer requests.
- Resolve service problems by clarifying the customer issue, determining the cause of the problem, selecting and explaining the best solution, expediting assistance or adjustment, and following up to ensure resolution.
- Communicate and escalate problems and workflow issues in a timely manner to promote a customer-focused, positive, and cooperative work environment.
- Collaborate with team members to improve and develop processes designed to increase efficiency and effectiveness.
- Provide feedback and firsthand knowledge in expanding customer service FAQs and SOPs.
- Provide assistance as needed to Region 4 professional staff.
- Establish key departmental contacts for accurate referral of internal and external customer calls.
- Provide face-to-face service to customers entering McKinney Conference Center as needed.
- Maintain high satisfaction by providing timely assistance, fostering positive relationships, and continuously seeking opportunities to improve the customer journey across all touchpoints.
- Uphold a positive and solution-oriented tone in all interactions to enhance customer satisfaction and trust.
- Monitor and meet individual performance goals related to response time, resolution rate, and satisfaction scores.
- Maintain accurate documentation of customer interactions and feedback in the designated CRM system.
- Collaborate with internal departments to resolve issues and improve customer-facing processes.
- Educate customers about products, services, policies, and available resources.
Supervisory Responsibilities:
None
Physical Demands/Environmental Factors/ Mental Demands:
Frequent use of standard office equipment; prolonged sitting; occasional bending/stooping, pushing/pulling, and twisting; repetitive hand motions (keyboarding and use of mouse); occasional light lifting and carrying (less than 15 pounds); may work prolonged and irregular hours; work with frequent interruptions; maintain emotional control under pressure.