Customer Experience Specialist I-1116

Job Summary
The Customer Experience Specialist (CXS-1) provides high-quality customer support and problem resolution utilizing telephone, email, and chat technologies. This position is responsible for managing general customer concerns which may include mis-shipments, returns, and pricing discrepancies; escalating as needed to ensure issues are handled in a timely manner. The Specialist performing at this level will be required to utilize skills from training, education, or experience to fulfill daily responsibilities and will work in a team environment to maximize overall performance.

You Are

Customer Centric – Assist customers via telephone, email, and chat with an exceptional level of service delivery. Serve as the go-to for resolving concerns and ensuring a positive customer experience from start to finish.

A Problem Solver – Diagnose and resolve problems using department tools, resources, and business judgment, increasing customer confidence in PIP products.

A Team Player – Perform as a positive role model, demonstrate continuous performance improvement, solid business skills, and support department and company objectives. Work effectively in a team environment and collaborate cross-functionally.

Agile – Upsell the PIP product line on incoming calls and, when appropriate, on outgoing calls to customers.

Detail oriented – Ensure productivity and quality levels are met to exceed customer expectations.

Required Skills for Success

High School Diploma: Associates preferred but not required.

Previous experience in a telephonic or personal customer contact position is preferred.

Commitment to developing strong customer relationships and providing resolution to customer issues on the first pass.

Strong written and verbal proficiencies with attention to detail and accuracy.

Flexibility to work in a fast-paced, multi-task team environment.

Basic PC knowledge, working knowledge of Microsoft Outlook, Windows operating systems, Internet, and mainstream web browsers.

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