Customer Experience Associate

Customer Experience Associate

The primary objective of the Customer Experience Associate (CEA) is to project a professional image and provide excellent customer experience in all communications and interactions. This is a key role within the organization as you are the face and voice of our customers and our Human Brand. You are the front line of support for our customers answering their questions and enquiries to ensure satisfaction with our products, and services, and (when applicable) actively promoting new services. This is not a conventional call center role with the focus on customer experience as opposed to handling time. With this in mind, the CEA must be passionate about customer experience and providing world-class service to our customers to achieve both individual and company objectives. This is a hybrid role. All candidates must live within commuting distance to Alexandria, VA.

Responsibilities :

• Provide a high-quality experience to our customer at all times, through multiple communication channels achieving designated KPI's associated with the role.
• Actively promote products and services to our customers, explaining products and making recommendations based on customer driven information.
• Actively seek opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty.
• Deliver accurate, professional and timely support to customers during the examination and education registration process and strive to achieve first time resolution on every contact.
• Resolve customer concerns through the case management system; create cases for each contact handled.
• Assist customers and candidates with items such as : password resets; contact or profile change requests; "how-to" issues concerning website use; certification process and renewal related issues / inquiries; extensions; etc.
• Process payments for annual maintenance fees and diagnoses payment errors.
• Register customers for seminars.
• Multitask through multiple web applications : Case Management System, Live Person Agent Desktop and IntelliVUE, etc.
• Recognize, document, and inform the regional manager regarding trends in customer correspondence.
• Escalate complex inquiries / requests to subject matter experts.
• Carry out effective outreach to customers as required.
• Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries.
• Perform miscellaneous duties as assigned.

Behavioral Competencies :

Qualifications :

Education and Work Experience :

Physical and Mental Demands :

Equal Employment Opportunity Statement :

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Job Locations US-VA-Alexandria