Customer Experience Specialist

ABC is seeking a Customer Experience Specialist (CES)!

Do you enjoy Customer Service but feel unchallenged in your current role? ABC is seeking a Customer Experience Specialist (CES) who thrives on tackling complex challenges.

In this role, you’ll be tasked with solving customer concerns that occasionally arise when our technicians are out in the field. This position is sometimes akin to solving a mystery, where you’ll delve deep into customer service histories, scrutinize claims with a discerning eye, and navigate towards resolutions that not only satisfy our customers but also uphold the integrity of our brand.

We rely on a combination of factors: the detailed notes provided by our technicians, the accounts of our valued customers, intuition, and most importantly, sound logic.

A Customer Experience Specialist at ABC must be a Customer Service expert who is a cut above the rest; able to demonstrate exceptional logic skills, use deductive reasoning, and think on their feet in any situation.

Should you be the right fit for this position, you will be working for a manager who values creative, out-of-the-box thinking, innovation, a self-starter mentality (we don’t believe in micromanaging) and kindness.

• Delving into customer concerns with a sharp eye for detail and a commitment to fairness.
• Evaluating service histories to provide accurate and informed support.
• Skillfully managing customer interactions, ensuring empathy and understanding.
• Safeguarding the company's interests while striving for customer satisfaction.
• Fearlessly tackling any challenge that comes your way, no matter how complex.
• Providing innovative feedback to management to create effective processes
• Driving positive ratings for our company through social media reviews, surveys and other means of customer feedback
• Achieving individual and team performance goals related to customer satisfaction, customer retention, and profitable company growth.

• A genuine care for other humans, and a desire to help.
• Strong computer skills, willing to learn and study with a trainer but also independently.
• Self sufficient
• Exceptional problem-solving abilities, with a knack for uncovering the truth.
• Outstanding communication skills, including active listening and clear articulation.
• Excellent written and verbal communication skills, especially the ability to listen and comprehend effectively.
• Capable of managing difficult or emotional customer situations and building rapport.
• The ability to maintain composure and professionalism under pressure.
• A commitment to fairness and integrity in every interaction.
• Proficiency in computer skills, with the agility to multitask effectively.
• A fearless approach to customer interactions, never shying away from difficult conversations.