Customer Experience Technical Representative – Weekend Front

Responsibilities

• Ability to pass product and process testing following training
• Receives and documents all customer interactions in real time
• Corresponds to customer interactions via email, phone, text or chat
• Maintains contact center metrics including customer satisfaction, productivity and adherence
• Responds to and resolves customer technical and non-technical inquiries and issues
• Assists customers with installation and issue resolution in the moment
• Assists customers with troubleshooting issues and offer accurate information in the moment
• Seeks out answers to customer questions utilizing the product material and tools available remaining current on products, services and promotions
• Maintains product knowledge through training and continuing education
• Escalates more complex inquiries or complaints appropriately to specialized teams
• Maintain Outlook email inbox, calendar, and tasks regularly
• Other duties as assigned

• High School Diploma or GED
• 1 year experience in a customer service role or technical troubleshooting
• Technical Aptitude:
  Ability to excel at technical tasks
• Results Oriented:
  Achieves successful outcomes
• Supportive:
  Provides encouragement to peers
• Disciplined:
  Ability to reliably adhere to policy and process
• Forward thinking:
  Continuous Improvement mindset
• Ability to de-escalate:
  Conflict resolution skill set
• Coachable:
  Open to learning and development
• Responsibility:
  Accountability for honest and ethical conduct
• Receptiveness:
  Open to receive information and its potential value
• Empathy:
  The ability to express other experiences
• Independent Initiative:
  Ability to think for themselves and act when necessary
• Analytical Thinking:
  Ability to identify problems and solution
• Communication:
  Excellent verbal and written communication skills