Customer Experience Lead

Role Overview

The Customer Experience Lead will perform daily functions of their specified area while providing guidance and support to Customer Experience Representatives. This position will spend a majority of the workday listening to customer concerns and troubleshooting to solve problems to ensure customer satisfaction.

What You Will Do

Provide guidance, coaching, and support to Customer Experience Representatives, assisting them with challenging customer situations and escalated issues. Handle customer delivery concerns and collaborate with appropriate personnel to provide timely and satisfactory resolution.

Why It Might Be a Fit

The Customer Experience Lead must have the skills and ability to keep emotions under control in order to seamlessly move from one situation to the next. This position will need to use profound knowledge to determine when to enforce or override standard procedures.

Requirements

• High School Diploma or equivalent
• 3 years’ customer service experience
• Previous leadership skills are a bonus
• Professional telephone etiquette
• Excellent oral and written communication skills
• Strong attention to detail
• Proficient computer skills, including experience with Microsoft Office Suite, and internet
• Manage multiple tasks and priorities simultaneously

Benefits

• Health, dental benefits, and vision insurance
• Employee Discount from 10% – 30%
• Life/Disability Insurance
• Flex Spending Account
• 401K
• Paid Time Off