Customer Experience Specialist – Concern

Role Overview

As a Customer Experience Specialist-Concern, you’ll work with customers to earn and retain their loyalty by showing empathy and resolving their concerns in a timely and pleasant manner. You’ll be the single point of contact for customers, taking initial inbound calls and managing related cases. You’ll liaise with clients, dealerships, and subject matter experts to resolve cases quickly and ensure customer satisfaction.

What You Will Do

Your day-to-day responsibilities will include providing an exceptional customer experience, acting as a resource for product knowledge and service support, actively listening to customers, and resolving customer issues using available resources. You’ll also be responsible for handling inbound customer calls, emails, and other correspondence, and documenting all customer interactions.

Why It Might Be a Fit

To be successful in this role, you’ll need to have a high level of trust and integrity, strong verbal and written communication skills, and the ability to work calmly under pressure. You’ll also need to be able to prioritize projects and customer needs, and exercise good service and business judgment to achieve customer satisfaction.

Requirements

• High School Diploma required; Associate or Bachelor’s degree preferred
• 2 years of experience in a Customer Relations Contact Center or hospitality industry
• Experience in a luxury field (hospitality or brand product) a plus
• Knowledge of the automotive industry a plus
• Strong verbal and written communication skills
• Detailed listening skills
• Strong customer service, interpersonal and relationship building skills
• Time management and ability to prioritize projects and customer needs
• Conflict resolution skills – listen to the customer
• Exercise good service and business judgment with end goal of customer satisfaction
• Excellent English language, oral and written, with grammatical knowledge and etiquette
• Ability to sway the opinion of others through verbal and/or written correspondence
• Ability to work calmly under pressure
• Displays professionalism in demeanor, language and appearance
• Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation
• Use of technology for product resourcing to resolve customer issues
• Ability to work through multiple computer screens
• Typing Skills (minimum 30wpm)
• Knowledgeable in MS Office, Email, Texting
• Experience with Microsoft Dynamics (Customer Contact system) an asset

Benefits

• Competitive Salary with Incentives
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

Tagged as: Microsoft Dynamics