Customer Experience Representative

Dive into the bustling world of customer support with our rapidly expanding company. We are in search of a proactive and fast-learning Customer Experience Representative to join our full-time team, working remotely out of Tampa Bay. Your key responsibility will be to assist customers through phone, email, and live chat, answering their inquiries and helping them understand our offerings better. Whether a customer is seeking more information about our services or needs assistance with an existing one, your depth of knowledge and excellent communication skills will ensure they have a smooth and satisfying experience. We're ready to train you, but we're particularly keen on those who are self-starters and quick learners.

Deliverables:

• Responding promptly and effectively to customer inquiries via phone, email, and live chat.
• Providing accurate information and appropriate solutions to customer queries about our services.
• Staying well-informed about our services to offer up-to-date, comprehensive information to customers.
• Recognizing and escalating complex issues to the relevant departments or personnel.
• Tracking customer interactions using appropriate software and tools.
• Providing feedback on customer service processes to optimize efficiency and improve customer experience.
• Following up with customers, when necessary, to ensure their issues are fully resolved.
• Meeting or exceeding set targets for customer satisfaction, response time, and issue resolution.
• Training and updating yourself continuously to stay abreast of new product or service introductions, updates, or changes.
• Collaborating effectively with team members and other departments to improve overall customer service.
• Developing and maintaining positive customer relations, ensuring customer loyalty.
• Assisting in creating and refining customer service policies and procedures.
• Regularly updating management on customer service issues and concerns.
• Conducting customer satisfaction surveys and analyzing customer feedback.
• Ensuring compliance with data privacy and customer service standards and regulations.

Requirements:

• Excellent written and verbal communication skills.
• Familiarity with customer support software, databases, and tools.
• Ability to understand and learn about our offerings quickly.
• Outstanding problem-solving skills.
• Ability to work efficiently in a fast-paced environment.
• High level of professionalism and ability to handle sensitive information.
• Proficiency in handling multiple tasks and priorities simultaneously.
• Self-motivated with a strong desire to help customers.
• High school diploma, or equivalent, required. Further education or certifications in customer support or a related field are a plus.
• Proven experience in a customer support role is beneficial but not mandatory.
• Willingness to work in different shifts if necessary.
• Fluency in English; knowledge of other languages is a plus.
• Strong computer skills and ability to work with customer relationship management (CRM) systems.
• Ability to work both independently and as part of a team.
• Good understanding of customer psychology and customer service principles.
• Resilience and ability to handle challenging customers or situations with patience and professionalism.