Customer Experience Representative
Young World Physical Education, Houston, TX, United States
Starting Date:
Immediately
Job Description Classification:
Support Staff
Exemption Status/Test:
Non‑exempt
Job Grade:
4
Department:
Customer Experience
Reports To:
Supervisor, Customer Experience
Job Goal:
To deliver exceptional service and support by actively listening to customer needs, resolving inquiries efficiently, and ensuring a positive, personalized experience that builds trust and promotes loyalty—while aligning with the organization’s values, service standards, and performance goals.
Qualifications Education:
High school diploma or GED
Experience:
Four years of experience in a customer service environment with direct customer contact, including phone, email, and face‑to‑face interactions
Experience leading customer service initiatives
Special Knowledge and Skills:
Excellent interpersonal, communication, problem‑solving, and customer service skills
Strong proficiency in the use of the Microsoft Office suite of products, including Word, Outlook, and Excel
Ability to learn quickly and utilize Region 4’s new CRM system (PACE/eps)
Skill in reviewing, comparing, and interpreting data to assist in problem‑solving and troubleshooting discrepancies in records and reports
Ability to work across multiple teams with tight timelines to achieve success
Ability to maintain a composed, positive, and empathetic demeanor
Ability to prioritize multiple tasks, projects, ad‑hoc requests, and deliver results by completing customer requests in a timely fashion
High attention to detail
Demonstrates patience, active listening, and professionalism, even under pressure or in challenging interactions.
Major Responsibilities
Assist internal and external customers by responding to phone calls, e‑mails, and in‑person inquiries in a positive professional manner with minimal errors.
Provide support by accurately entering and managing data in applications, reports, or in response to customer requests.
Resolve service problems by clarifying the customer issue, determining the cause of the problem, selecting and explaining the best solution, expediting assistance or adjustment, and following up to ensure resolution.
Communicate and elevate problems and workflow issues in a timely manner to promote a customer‑focused, positive, and cooperative work environment.
Collaborate with team members to improve and develop processes designed to increase efficiency and effectiveness.
Provide feedback and firsthand knowledge in expanding customer service FAQs and SOPs.
Provide assistance as needed to Region 4 professional staff.
Establish key departmental contacts for accurate referral of internal and external customer calls.
Provide face‑to‑face service to customers entering McKinney Conference Center as needed.
Maintain high satisfaction by providing timely assistance, fostering positive relationships, and continuously seeking opportunities to improve the customer journey across all touchpoints.
Uphold a positive and solution‑oriented tone in all interactions to enhance customer satisfaction and trust.
Monitor and meet individual performance goals related to response time, resolution rate, and satisfaction scores.
Maintain accurate documentation of customer interactions and feedback in the designated CRM system.
Collaborate with internal departments to resolve issues and improve customer‑facing processes.
Educate customers about products, services, policies, and available resources.
Physical Demands / Environmental / Mental Demands Frequent use of standard office equipment; prolonged sitting; occasional bending or stooping, pushing or pulling, and twisting; repetitive hand motions (typing or using a mouse); occasional light lifting and carrying (less than 15 pounds); may work prolonged and irregular hours; work with frequent interruptions; maintain emotional control under pressure.
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Immediately
Job Description Classification:
Support Staff
Exemption Status/Test:
Non‑exempt
Job Grade:
4
Department:
Customer Experience
Reports To:
Supervisor, Customer Experience
Job Goal:
To deliver exceptional service and support by actively listening to customer needs, resolving inquiries efficiently, and ensuring a positive, personalized experience that builds trust and promotes loyalty—while aligning with the organization’s values, service standards, and performance goals.
Qualifications Education:
High school diploma or GED
Experience:
Four years of experience in a customer service environment with direct customer contact, including phone, email, and face‑to‑face interactions
Experience leading customer service initiatives
Special Knowledge and Skills:
Excellent interpersonal, communication, problem‑solving, and customer service skills
Strong proficiency in the use of the Microsoft Office suite of products, including Word, Outlook, and Excel
Ability to learn quickly and utilize Region 4’s new CRM system (PACE/eps)
Skill in reviewing, comparing, and interpreting data to assist in problem‑solving and troubleshooting discrepancies in records and reports
Ability to work across multiple teams with tight timelines to achieve success
Ability to maintain a composed, positive, and empathetic demeanor
Ability to prioritize multiple tasks, projects, ad‑hoc requests, and deliver results by completing customer requests in a timely fashion
High attention to detail
Demonstrates patience, active listening, and professionalism, even under pressure or in challenging interactions.
Major Responsibilities
Assist internal and external customers by responding to phone calls, e‑mails, and in‑person inquiries in a positive professional manner with minimal errors.
Provide support by accurately entering and managing data in applications, reports, or in response to customer requests.
Resolve service problems by clarifying the customer issue, determining the cause of the problem, selecting and explaining the best solution, expediting assistance or adjustment, and following up to ensure resolution.
Communicate and elevate problems and workflow issues in a timely manner to promote a customer‑focused, positive, and cooperative work environment.
Collaborate with team members to improve and develop processes designed to increase efficiency and effectiveness.
Provide feedback and firsthand knowledge in expanding customer service FAQs and SOPs.
Provide assistance as needed to Region 4 professional staff.
Establish key departmental contacts for accurate referral of internal and external customer calls.
Provide face‑to‑face service to customers entering McKinney Conference Center as needed.
Maintain high satisfaction by providing timely assistance, fostering positive relationships, and continuously seeking opportunities to improve the customer journey across all touchpoints.
Uphold a positive and solution‑oriented tone in all interactions to enhance customer satisfaction and trust.
Monitor and meet individual performance goals related to response time, resolution rate, and satisfaction scores.
Maintain accurate documentation of customer interactions and feedback in the designated CRM system.
Collaborate with internal departments to resolve issues and improve customer‑facing processes.
Educate customers about products, services, policies, and available resources.
Physical Demands / Environmental / Mental Demands Frequent use of standard office equipment; prolonged sitting; occasional bending or stooping, pushing or pulling, and twisting; repetitive hand motions (typing or using a mouse); occasional light lifting and carrying (less than 15 pounds); may work prolonged and irregular hours; work with frequent interruptions; maintain emotional control under pressure.
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