Customer Experience Specialist, Commercial in Hilton Head Island, SC at Hargray

Date Posted: 2/10/2020

Job Snapshot

Job Description

General Description of Position: Reporting to the Customer Experience Operations Manager, the Customer Experience Specialist (CXS) serves as the primary point of contact for Commercial Customers and services issues, responding to customer trouble reports and ensuring complete issue resolution. Through understanding the needs, motivations, and emotions of customers, the CXS will be empowered to work with all necessary support groups to support the customer.  


Duties & Responsibilities:

  • Develops a thorough understanding of the company’s products and services
  • Serves as primary point of contact for customer communication and proactively manages correspondence via phone, email, and other avenues
  • Responds to customer inquiries and solves issues in a timely fashion
  • Provide feedback to Manager to help improve processes and interactions in order to create a positive customer experience
  • Works with Manager to track and analyze customer encounters to identify errors, inconsistencies, and possible areas of improvement
  • Using in-depth knowledge of an organization’s existing technology, partners with other departments to resolve service issues and identify process improvement opportunities.
  • Enters data required for accurate customer records
  • Communicates independently, effectively, clearly, professionally, and relays necessary information to immediate supervisor/manager
  • Assists with the demands required during moments of increased workloads
  • Responsible for assigned project tasks and related results as assigned by the Manager
  • Resolve any issues and solve problems throughout the Customer issue as it pertains to your assigned tasks and responsibilities
  • Track and report on assigned issue(s) and provide status updates on a regular basis to the organization and customer
  • Contribute to determination of how results will be measured and assist in completion of a post-experience evaluation
  • Act as key leader on service resolution process improvements
  • Accountable for meeting individual Key Performance Indicators (KPI) as well as Team goals
  • Perform other related duties as assigned to ensure effective operations for the company


Job Requirements

Minimum Qualifications:

  • Bachelor’s degree or equivalent experience
  • 3-5 years’ work experience in Customer Service or related field
  • Familiarity with CRM tools and/or software packages
  • Proven record of excellence working with SMB and Strategic Customers
  • Demonstrated experience working in a team-oriented, collaborative environment
  • Ability to rapidly adapt to changes in direction and priorities
  • Ability to manage multiple tasks simultaneously
  • Excellent communication, leadership, problem solving and analytical skills
  • Demonstrated ability to elicit cooperation from other departments