Customer Experience Representative
Great Day Improvements, Bedford, OH, United States
Universal Windows Direct - Customer Experience Representative
In-Office Position
Full-Time
Schedule : Monday-Friday 8:30am - 5:00pm or 9:00am - 5:30pm
The Customer Experience Representative (CER) is an integral part of our success. This role is responsible for managing the positive image, brand, and reputation through resolution and investigation of customer questions, concerns, and complaints.
Our CERs manage a high volume of incoming phone calls and respond to customer emails. The support team assists customers while ensuring compliance with the organization's policies and procedures.
Responsibilities
Excellent ability to communicate both verbally (over the phone) and in writing (via email, within the customer service software, etc.)
Ability to manage high volume of incoming calls, balancing efficiency with providing high quality customer service
Manages the entire customer inquiry, complaint, or concern from start to resolution. Asks probing questions to understand the customer's concern, then selects and explains the best course of resolution, expedites corrections where needed, and follows up to ensure completion
Collects, enters, and verifies new/existing customer information, orders for new or additional products or services, account changes/updates, refunds, and exchanges
Oversees and coordinates the Service Technician’s calendar to schedule services for customers. This includes working directly with customers to determine service needs and availability
Updates records with all customer interactions, processes customer accounts and files documents related to customers file once resolved
Collects balances due, and posts payments to customers’ accounts
Ability to remember or use resources to follow communication procedures, scripts, guidelines, and policies
Knowledgeable about company products, warranties, and terms of sale
Participates in customer retention activities, escalating concerns to management when appropriate
Performs other related duties as assigned
High School Diploma or equivalent
Previous experience handling escalated customer concerns required
Experience in a call center environment viewed favorably
Excellent computer skills including experience with CRM systems, Microsoft Outlook, Word, Excel, and Teams
Experience managing multiple systems, resources, and screens simultaneously, and ability with documenting conversations during phone calls very helpful
Additional Requirements
Positive attitude, self-motivated, follow through, and desire to assist customers
Ability to work independently and as a team
Consistent and reliable work attendance
Experience
Call center experience: 1 year (Required)
Data entry experience: 1 year (Required)
Work Location : Bedford Heights, OH - possible hybrid options in the future
Compensation : $21-$23/hour & Full Time
UWD is an Equal Employment Opportunity Employer
#INDUWDR
#J-18808-Ljbffr
Full-Time
Schedule : Monday-Friday 8:30am - 5:00pm or 9:00am - 5:30pm
The Customer Experience Representative (CER) is an integral part of our success. This role is responsible for managing the positive image, brand, and reputation through resolution and investigation of customer questions, concerns, and complaints.
Our CERs manage a high volume of incoming phone calls and respond to customer emails. The support team assists customers while ensuring compliance with the organization's policies and procedures.
Responsibilities
Excellent ability to communicate both verbally (over the phone) and in writing (via email, within the customer service software, etc.)
Ability to manage high volume of incoming calls, balancing efficiency with providing high quality customer service
Manages the entire customer inquiry, complaint, or concern from start to resolution. Asks probing questions to understand the customer's concern, then selects and explains the best course of resolution, expedites corrections where needed, and follows up to ensure completion
Collects, enters, and verifies new/existing customer information, orders for new or additional products or services, account changes/updates, refunds, and exchanges
Oversees and coordinates the Service Technician’s calendar to schedule services for customers. This includes working directly with customers to determine service needs and availability
Updates records with all customer interactions, processes customer accounts and files documents related to customers file once resolved
Collects balances due, and posts payments to customers’ accounts
Ability to remember or use resources to follow communication procedures, scripts, guidelines, and policies
Knowledgeable about company products, warranties, and terms of sale
Participates in customer retention activities, escalating concerns to management when appropriate
Performs other related duties as assigned
High School Diploma or equivalent
Previous experience handling escalated customer concerns required
Experience in a call center environment viewed favorably
Excellent computer skills including experience with CRM systems, Microsoft Outlook, Word, Excel, and Teams
Experience managing multiple systems, resources, and screens simultaneously, and ability with documenting conversations during phone calls very helpful
Additional Requirements
Positive attitude, self-motivated, follow through, and desire to assist customers
Ability to work independently and as a team
Consistent and reliable work attendance
Experience
Call center experience: 1 year (Required)
Data entry experience: 1 year (Required)
Work Location : Bedford Heights, OH - possible hybrid options in the future
Compensation : $21-$23/hour & Full Time
UWD is an Equal Employment Opportunity Employer
#INDUWDR
#J-18808-Ljbffr