Summary  

As a Customer Experience Associate, you will be responsible for managing and enhancing the overall customer experience during and after the sales process. This role involves effective communication, problem-solving, and collaboration with various internal teams to address customer inquiries, resolve issues, and ensure a seamless customer journey. 

Qualification Requirements 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Minimum Qualifications 

• Associates degree or equivalent work experience 

• 2-3 years of customer care experience/management 

Knowledge, Skills, and Abilities  

• Must be able to maintain professionalism and respectful demeanor with customers  

• Must be advanced with Outlook 

• Must be advanced with Microsoft Excel and able to understand reporting from the information 

• Must have knowledge of ZenBooker (scheduling system) 

• Must have experience in rForce 

• Organizational skills, follow up, and attention to detail 

• Must be able to organize & prioritize  

• Flexible and resilient to adapt to multiple demands, shifting priorities, and changing business conditions  

• Ability to work independently 

Essential Functions 

• Partner with our sales staff to serve as point of contact for customers 

• Works well in call center environment 

• Build rapport with customers by maintaining constant contact via phone, email, or text 

• Drive the highest standards of ethical behavior by providing accurate information throughout the customer experience 

• Multi-task effectively in a high-volume environment while maintaining a positive attitude 

• Deliver high levels of empathy and trust to customers  

• Provide clear and consistent communication 

• Present a WOW factor with each customer interaction 

• Other job duties as assigned 

Physical Demands 

• Sitting for Extended Periods  

• Computer Use  

• Meetings and Collaboration 

• Telephone Communication 

• Document Handling 

• Communication 

• Occasional Travel 

Work Environment  

• Office Setting: The work is typically conducted in an office environment with access to computers, phones, and other necessary tools for managing customer interactions. 

• Customer Service Center: Customer Experience Associates often work in a designated customer service center or department within the company's office. 

• Multitasking and Time Management: Customer Experience Associates may need to handle multiple customer inquiries simultaneously, requiring effective multitasking and time management skills. 

• Training and Development: Participation in training programs to stay updated on products, services, and customer service best practices. 

• Technology Use: Regular use of customer relationship management (CRM) systems, ticketing systems, and other technology tools to manage customer interactions and record details. 

• Adherence to Policies and Procedures: Ensuring that customer interactions adhere to company policies, industry regulations, and ethical standards. 

• Cross-Functional Collaboration: Close collaboration with various departments, including sales, marketing, operations, technology, and other relevant teams to align customer experience strategies with overall business goals.