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    customer experience associate ii - Denver, United States - Randstad

    Randstad
    Randstad Denver, United States

    3 weeks ago

    Default job background
    Description

    customer experience associate ii.

    • denver , colorado
    • posted 9 days ago

    job details

    summary

    • $20 - $28 per hour
    • contract
    • associate degree
    • category computer and mathematical occupations
    • reference

    job details

    job summary:

    Job Desription:

    • Serve as the primary contact for stakeholders and has a critical role in conducting the intake of complaints
    • Be positioned on the "front lines," interacting daily with members, Transportation providers, Mobility operations, etc.
    • Handle the customer service operations and other stakeholder touchpoints and channels
    • Determine issues and concerns, triage, and route issues to appropriate Teams for action
    • Conduct the initial intake, scanning, and data entry of digital and email-based complaints and respond to stakeholder complaints promptly
    • Research and collect data to support investigations, education and outreach efforts, and policy decisions while maintaining resource guides
    • Conduct complaint investigations and ensure that the process proceeds according to company pillars and fairness principles and procedures and upholds the trust and confidence of stakeholders
    • Acknowledge and write detailed, custom correspondence that addresses stakeholder issues
    • Conduct document reviews for investigative and analytical purposes
    • Monitor and engage in conversations and communities that support the social media strategy
    • Be responsible for daily execution of social media posts and community management.

    Requirements/Day to Day:

    • An Associate or bachelor's degree from an accredited college or university is preferred, but experience may substitute for a degree
    • One to three years of demonstrated experience in customer service.
    • Of the experience, one year must include experience managing incoming or outgoing complaints as the main function of your job
    • General computer skills and knowledge of Microsoft suites
    • Demonstrate accurate data entry skills
    • Social Media platforms experiences such as Facebook, Twitter, and Linked-In
    • Customer service or complaint handling Intake experience
    • Experience with handling confidential information

    location: DENVER, Colorado

    job type: Contract

    salary: $ per hour

    work hours: 8am to 5pm

    education: Associates

    responsibilities:

    • Serve as the primary contact for stakeholders and has a critical role in conducting the intake of complaints
    • Be positioned on the "front lines," interacting daily with members, Transportation providers, Mobility operations, etc.
    • Handle the customer service operations and other stakeholder touchpoints and channels
    • Determine issues and concerns, triage, and route issues to appropriate Teams for action
    • Conduct the initial intake, scanning, and data entry of digital and email-based complaints and respond to stakeholder complaints promptly
    • Research and collect data to support investigations, education and outreach efforts, and policy decisions while maintaining resource guides
    • Conduct complaint investigations and ensure that the process proceeds according to company pillars and fairness principles and procedures and upholds the trust and confidence of stakeholders
    • Acknowledge and write detailed, custom correspondence that addresses stakeholder issues
    • Conduct document reviews for investigative and analytical purposes
    • Monitor and engage in conversations and communities that support the social media strategy
    • Be responsible for daily execution of social media posts and community management.

    qualifications:

    • Experience level: Experienced
    • Minimum 4 years of experience
    • Education: Associates

    skills:

    • customer relations
    • User Experience
    • Data AnalysisEqual Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).Applications accepted on ongoing basis until filled.
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