Customer Experience Specialist

Haddad Wilson Group is seeking to hire a solution driven individual with a positive attitude and solid work ethic that can provide both exceptional customer service and field support for our agency. Candidates should have effective oral and written communicate skills and use of Microsoft Office, be an intuitive learner, as well as possess outstanding deductive reasoning skills. Must be State of Michigan Property & Casualty licensed.

A customer experience specialist, will act as a liaison, provide product/services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best customer experience specialists are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary.

Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they do not have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

• Manage large amounts of incoming calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers

• Proven customer support experience or experience as a client service representative
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High school degree

• Collaborate with management teams to stay updated on new products, services, and policies
• Record customer information within our customer service database
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Other duties as requested

• Pay Range $17.50 - $22.00 per hour, compensation will be based on experience, skill set and industry knowledge
• Cross-sell commission and life bonuses available
• Package offers Health Insurance, Life Insurance, PTO, and Paid Holidays