Customer Experience Representative (Part-time)
Great Day Improvements, Bedford, OH, United States
Universal Windows Direct - Customer Experience Representative
(In-Office Position)
Part Time
Wednesday - Friday 5pm-8pm shift
Sat & Sun 8:30-5pm shift
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 handle a high volume of incoming phone calls and respond to customer emails, 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).
Manage a high volume of incoming calls, balancing efficiency with high‑quality service.
Handle the entire customer inquiry, complaint, or concern from start to resolution—ask probing questions, select and explain the best resolution, expedite corrections, and follow up to ensure completion.
Collect, enter, and verify new or existing customer information; process orders, account changes, refunds, and exchanges.
Oversee and coordinate the Service Technician’s calendar to schedule services for customers, working directly with customers to determine needs and availability.
Update records with all customer interactions, process accounts, and file related documents once resolved.
Collect balances due and post payments to customer accounts.
Recall or use resources to follow communication procedures, scripts, guidelines, and policies.
Knowledgeable about company products, warranties, and terms of sale.
Participate in customer retention activities and elevate concerns to management when appropriate.
Perform other related duties as assigned.
Qualifications
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 and screens simultaneously, and documenting conversations during phone calls is very helpful.
Additional Requirements
Positive attitude, self‑motivated, follow‑through, and desire to assist customers.
Ability to work independently and as part of a team.
Consistent and reliable work attendance.
Experience
Call center 1 year (Required)
Data entry 1 year (Required)
Work Location Bedford Heights, OH - possible hybrid options in the future
Compensation $21-$23/hour & Part Time
UWD is an Equal Employment Opportunity Employer
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(In-Office Position)
Part Time
Wednesday - Friday 5pm-8pm shift
Sat & Sun 8:30-5pm shift
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 handle a high volume of incoming phone calls and respond to customer emails, 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).
Manage a high volume of incoming calls, balancing efficiency with high‑quality service.
Handle the entire customer inquiry, complaint, or concern from start to resolution—ask probing questions, select and explain the best resolution, expedite corrections, and follow up to ensure completion.
Collect, enter, and verify new or existing customer information; process orders, account changes, refunds, and exchanges.
Oversee and coordinate the Service Technician’s calendar to schedule services for customers, working directly with customers to determine needs and availability.
Update records with all customer interactions, process accounts, and file related documents once resolved.
Collect balances due and post payments to customer accounts.
Recall or use resources to follow communication procedures, scripts, guidelines, and policies.
Knowledgeable about company products, warranties, and terms of sale.
Participate in customer retention activities and elevate concerns to management when appropriate.
Perform other related duties as assigned.
Qualifications
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 and screens simultaneously, and documenting conversations during phone calls is very helpful.
Additional Requirements
Positive attitude, self‑motivated, follow‑through, and desire to assist customers.
Ability to work independently and as part of a team.
Consistent and reliable work attendance.
Experience
Call center 1 year (Required)
Data entry 1 year (Required)
Work Location Bedford Heights, OH - possible hybrid options in the future
Compensation $21-$23/hour & Part Time
UWD is an Equal Employment Opportunity Employer
#J-18808-Ljbffr