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    Customer Experience Specialist - Nashville, United States - Thomas & Company

    Thomas & Company
    Thomas & Company Nashville, United States

    3 weeks ago

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    Description


    The job o f Customer Experience Specialist is to support the verifications line of business by answering all customer inquiries via phone, chat, and email while assisting clients with their needs related to T&C.This includes fielding inquiries for the UCM line of business and directing callers to the appropriate resource.

    They will answer chat i n quires, lo g calls, h andle co m plaints, tro u blesho o t p roble m s and pro v ide directi o ns, and send post call follow up .

    T h ey m ust have the abilit y to take initiati v e and wor k indepen d entl y wit h little super v ision as well as wor k well w it h v ar y in g le v els of internal m ana g e m ent staff w h ile m aintai n in g positi v e wor k in g relatio n ships with clients, peers, and o ther tea m m e m bers.

    T h is r o le reports directl y to t he Direct o r of Customer Experience.

    Essential Duties and ResponsibilitiesManage high volume of inbound calls, chats, and emails with efficiency and accuracyFollow Call Center 'Proce d ures' while meeting or exceeding productivity and quality metricsI dentif y caller's needs, clarif y inf o r m ation, and direct t h e caller p ro v idin g a s o l u ti o n and or res o lution , including follow up as neededSupport verifications line of business with tasks as identified by management including but not limited to indexing, routing, completing, and/or returning verifications.

    I dentif y and escalate priorit y issues to m ana g e m ent, while m aintainin g a professi o nal d e m eanor at all ti m es with inboun d callersRequirements and QualificationsHi g h School Diplo m a or E qui v alentPrevious e x perience in a C a ll C enter role or environ m ent is a plusProven trac k rec o rd o f takin g high volume calls dailyCustomer service chat experience is a plusTo 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 PrerequisitesAble to think outside the box and solve problems creativelyDeliver above-and-beyond customer service across all support channels with professional communication and a brand ambassador mindset.

    Hold conversations, not interactions.

    We know how great our team is and we want our clients to know as wellA thoughtful/professional communicator (both online and offline) who understands the importance of toneEmpathetic and able to adapt your communication style to best suit your audienceHighly organized and attentive to detailA well-rounded team player who takes ownership of your workMust be flexible with a 'can do' attitude and a willingness to assist with varying tasks to support the business needs as they arise.

    Notice even the smallest trends and pain points in our work, then brainstorm solutions to improve each customer's experienceBecome an expert in all things verifications, as well as T&C company processes and policies.

    The better we know ourselves, the better we can build top notch customer relationshipsUse Zoom to interact with your teammates, management, and other departmentsAble to h andle sensiti v e and confidential inf o r m ati o n appropriatelyAble to take i n itiati v e a n d wor k independe n tl y with little super v isionExcited to be the face of T&C and build strong customer relationshipsAgile and able to adapt to changes in processes, policies, and tools usedPunct u al and m aintain excellent attendance and adherence to schedule including scheduled breaksMust be proficie n t in MS Word, MS Ex c el, O u tloo k , I Zendesk experience is a plusAbilit y to d eal w ith stressf u l situations to achieve desired business res u lts#J-18808-Ljbffr
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