Customer Experience Specialist - Nashville, Tennessee, United States

Who We Are: · As the largest privately held service provider in our industry, Thomas & Company stands at the forefront of delivering innovative and comprehensive solutions that help businesses optimize their operations and manage critical aspects of human resources. We specialize ...

Job description

Who We Are:

As the largest privately held service provider in our industry, Thomas & Company stands at the forefront of delivering innovative and comprehensive solutions that help businesses optimize their operations and manage critical aspects of human resources. We specialize in offering unmatched unemployment cost control, employment verification, and tax credit services, all designed to reduce financial risk, streamline processes, and drive cost efficiency for our clients.

Our Culture:

We believe that success starts with people. We are committed to fostering a culture of innovation, collaboration, and growth. Our mission is to empower our employees to thrive both professionally and personally, offering an environment where creativity and diverse ideas flourish.

We are not just a company-we are a community of passionate individuals dedicated to making a real impact. From dynamic team-building opportunities to leadership development programs, Thomas & Company invests in its people at every level. Our supportive workplace is built on the foundation of our core values a shared vision for enabling success. Our winning culture has earned us recognition as a five-time Tennessean Top Workplace and two (and counting) USA Today Top Workplace.

Whether you're looking for a challenge, a place to grow your career, or a team that values your contributions, Thomas & Company offers endless opportunities to make a difference. Join us and become part of a team where your ideas are heard, your potential is recognized, and your career can truly flourish.

The Position:

The job of 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. Answer chat inquiries, log calls, handle complaints, troubleshoot problems and provide directions, and send post call follow up.

• Your Training Schedule: 8:00 am-4:30 pm CT M-F

• Your Normal Schedule: 8:00 am-3:00 pm CT M-Th

This position is eligible for participation in the Company's incentive bonus plan. In addition, the role includes eligibility for a commitment-based bonus. Details regarding the incentive structure and eligibility criteria will be shared during the interview or offer process.

Essential Duties and Responsibilities

• Manage high volume of inbound calls, chats, and emails with efficiency and accuracy
• Follow Call Center "Procedures" while meeting or exceeding productivity and quality metrics
• Identify caller's needs, clarify information, and direct the caller providing a solution and or resolution, including follow up as needed
• Support verifications line of business with tasks as identified by management including but not limited to indexing, routing, completing, and/or returning verifications.
• Identify and escalate priority issues to management, while maintaining a professional demeanor at all times with inbound callers
• Other duties as assigned

Requirements and Qualifications

• High School Diploma or Equivalent
• 1-2 years' experience in a Call Center role
• Equivalent combination of education and experience will be considered
• Flexibility to work a part-time schedule between 7am-7pm consisting of a minimum of 25 hours per week up to 29 hours.
• Proven track record of taking high volume calls daily
• Customer service chat experience is a plus
• 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

• Able to think outside the box and solve problems creatively
• Deliver 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 well.
• A thoughtful/professional communicator (both online and offline) who understands the importance of tone
• Empathetic and able to adapt your communication style to best suit your audience
• Highly organized and attentive to detail
• A well-rounded team player who takes ownership of your work
• Must 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 experience
• Become 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 relationships
• Use Zoom to interact with your teammates, management, and other departments
• Able to handle sensitive and confidential information appropriately
• Able to take initiative and work independently with little supervision
• Excited to be the face of T&C and build strong customer relationships
• Agile and able to adapt to changes in processes, policies, and tools used
• Punctual and maintain excellent attendance and adherence to schedule including scheduled breaks
• Must be proficient in MS Word, MS Excel, Outlook, Zendesk experience is a plus
• Ability to deal with stressful situations to achieve desired business results