Customer Experience Technical Representative, Weekend

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Job Description:

  • Ability to pass product and process testing following training
  • Receives and documents all customer interactions in real time
  • Corresponds to customer interactions via email, phone, text or chat
  • Maintains contact center metrics including customer satisfaction, productivity and adherence
  • Responds to and resolves customer technical and non-technical inquiries and issues
  • Assists customers with installation and issue resolution in the moment
  • Assists customers with troubleshooting issues and offer accurate information in the moment
  • Seeks out answers to customer questions utilizing the product material and tools available remaining current on products, services and promotions
  • Maintains product knowledge through training and continuing education
  • Escalates more complex inquiries or complaints appropriately to specialized teams
  • Maintain Outlook email inbox, calendar, and tasks regularly
  • Other duties as assigned

Requirements:

  • High School Diploma or GED
  • 1 year experience in a customer service role or technical troubleshooting
  • Technical Aptitude: Ability to excel at technical tasks
  • Results Oriented: Achieves successful outcomes
  • Supportive: Provides encouragement to peers
  • Disciplined: Ability to reliably adhere to policy and process
  • Forward thinking: Continuous Improvement mindset
  • Ability to de-escalate: Conflict resolution skill set
  • Coachable: Open to learning and development
  • Responsibility: Accountability for honest and ethical conduct
  • Receptiveness: Open to receive information and its potential value
  • Empathy: The ability to express other experiences
  • Independent Initiative: Ability to think for themselves and act when necessary
  • Analytical Thinking: Ability to identify problems and solution
  • Communication: Excellent verbal and written communication skills

Benefits:

  • Flexible to work overtime hours to meet customer & business need
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