Customer Experience Specialist (Part-Time Remote)
Thomas & Company, Nashville, TN, United States
The Position
The
Customer Experience Specialist
is responsible for supporting the Verifications line of business by fielding inbound customer calls, chats, and emails. This role handles and resolves verification-related requests, manages customer complaints, troubleshoots issues, provides accurate information and direction, documents all customer interactions, and completes post‑call or post‑chat follow‑up. The position also receives Unemployment Cost Management (UCM) calls and ensures proper routing to the UCM department.
Essential Duties and Responsibilities
Handle a high volume of inbound calls (about 90 calls per day), in addition to chat and email inquiries, while consistently meeting quality and productivity standards
Adhere to established department procedures while meeting or exceeding defined productivity and quality metrics
Identify customer needs, clarify information, and provide accurate resolution or direction, including appropriate follow‑up when required
Support the Verifications line of business with tasks as assigned by management, including but not limited to indexing, routing, completing, and/or returning verifications
Receive incoming calls related to Unemployment Cost Management (UCM) and route those inquiries to the appropriate department
Identify and elevate priority or complex issues to management while maintaining a professional and courteous demeanor
Maintain adherence to assigned work schedules, including accurate time‑keeping, punctuality, and availability during scheduled hours to support call volume demands and customer support needs
Other duties as assigned
Required Qualifications
High School Diploma or equivalent required
1‑2 years of experience in a call center or customer service environment
Demonstrated ability to manage a high volume of daily inbound calls
Experience supporting customers via chat preferred
Equivalent combination of education and experience will be considered
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions
Special Considerations and Prerequisites
Strong problem‑solving skills with the ability to adapt in a fast‑paced, high‑volume environment
Professional and effective communicator with strong awareness of tone in both written and verbal interactions
Empathetic, customer‑focused approach with the ability to adjust communication style to meet customer needs
Highly organized, detail‑oriented, and accountable for assigned work
Collaborative team player with a positive, solution‑oriented mindset and flexibility to support changing business needs
Ability to identify recurring issues or customer pain points and communicate observations to leadership
Working knowledge of employment verification processes
Comfortable using Zoom and other collaboration tools to communicate with teammates and leadership
Able to handle sensitive and confidential information in accordance with company policies
Self‑motivated and able to work independently with minimal supervision
Adaptable to changes in processes, policies, and tools
Dependable attendance, punctuality, and adherence to assigned schedules
Ability to remain professional and effective in high‑pressure or stressful situations
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The
Customer Experience Specialist
is responsible for supporting the Verifications line of business by fielding inbound customer calls, chats, and emails. This role handles and resolves verification-related requests, manages customer complaints, troubleshoots issues, provides accurate information and direction, documents all customer interactions, and completes post‑call or post‑chat follow‑up. The position also receives Unemployment Cost Management (UCM) calls and ensures proper routing to the UCM department.
Essential Duties and Responsibilities
Handle a high volume of inbound calls (about 90 calls per day), in addition to chat and email inquiries, while consistently meeting quality and productivity standards
Adhere to established department procedures while meeting or exceeding defined productivity and quality metrics
Identify customer needs, clarify information, and provide accurate resolution or direction, including appropriate follow‑up when required
Support the Verifications line of business with tasks as assigned by management, including but not limited to indexing, routing, completing, and/or returning verifications
Receive incoming calls related to Unemployment Cost Management (UCM) and route those inquiries to the appropriate department
Identify and elevate priority or complex issues to management while maintaining a professional and courteous demeanor
Maintain adherence to assigned work schedules, including accurate time‑keeping, punctuality, and availability during scheduled hours to support call volume demands and customer support needs
Other duties as assigned
Required Qualifications
High School Diploma or equivalent required
1‑2 years of experience in a call center or customer service environment
Demonstrated ability to manage a high volume of daily inbound calls
Experience supporting customers via chat preferred
Equivalent combination of education and experience will be considered
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions
Special Considerations and Prerequisites
Strong problem‑solving skills with the ability to adapt in a fast‑paced, high‑volume environment
Professional and effective communicator with strong awareness of tone in both written and verbal interactions
Empathetic, customer‑focused approach with the ability to adjust communication style to meet customer needs
Highly organized, detail‑oriented, and accountable for assigned work
Collaborative team player with a positive, solution‑oriented mindset and flexibility to support changing business needs
Ability to identify recurring issues or customer pain points and communicate observations to leadership
Working knowledge of employment verification processes
Comfortable using Zoom and other collaboration tools to communicate with teammates and leadership
Able to handle sensitive and confidential information in accordance with company policies
Self‑motivated and able to work independently with minimal supervision
Adaptable to changes in processes, policies, and tools
Dependable attendance, punctuality, and adherence to assigned schedules
Ability to remain professional and effective in high‑pressure or stressful situations
#J-18808-Ljbffr