Customer Experience Spec
Job Description
Position Summary :
The Customer Experience Specialist will be the single point of contact for a customer from the
escalation of their issue through resolution of their issue. The Customer Experience Specialist is
required to communicate with other departments on behalf of customers to resolve customer
issues in a timely manner, as well as effectively communicate why the issue occurred, expected
timeline to resolve and final resolution to the customer to resolve their issue and ensure a
positive outcome wherever possible.
Key Duties & Responsibilities :
- Receive escalated customer calls / contact and diffuse escalated customer situations through high level problem solving.
- Communicate with the appropriate stakeholders to ensure timely issue resolution.
- Communicate and work directly with customers in a professional manner to answer all questions and resolve all issues.
- Provide call-backs and follow-up with customers to ensure issue resolution.
- Complete daily / weekly and longer-term trend reports to manage and track customer issue resolution status and performance.
- Adhere to establish service level agreement (SLA) for resolution of escalated customer issues.
- Demonstrate excellent time management skills to ensure resolution goals are being met
- Work independently and follow directions related to the role with little follow-up from leaders
Minimum Requirements
Knowledge & Skill Requirements :
- Excellent communication skills written, spoken, listening with ability to explain and interpret issues clearly.
- High-energy, drive and ambition.
Education & Experience Requirements :
- High school education and / or some college.
- Undergraduate degree preferred.
- 1 3 Years of experience in a similar role.
- Utility / Commodity experience preferred but not required
- Familiarity with ticketing systems preferred but not required
Attributes :
Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas
Early adopter of technology
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