Customer Experience Specialist

Customer Service Experience Specialist

As this role requires on-site work out of our Creative Studios in Westlake, Ohio, we will focus on candidates who currently reside in Northeast Ohio. The Customer Service Experience Specialist is responsible for providing a welcoming and professional experience to employees contacting the Customer Experience Center. The Specialist will utilize excellent communication skills as they assist in the resolution of a variety of different issues.

These interactions build personal relationships with the Field Service Organization and our e-commerce consumers. The Customer Experience Specialist displays the ability to work independently in a diversely populated environment that is constantly evolving. The specialist must possess excellent communication skills, both oral and written, in order to respond to phone and email inquiries in a manner consistent with department expectations.

Essential Duties & Responsibilities:

• Responding to inquiries made by Field Service representatives or customers in a manner established by department expectations
• Accurately documenting all interactions and ensuring that pertinent details are added to customer cases
• Utilizing all systems and websites associated with the role to properly support the caller in order to provide the essential information or situation resolution
• Reviewing all Field Service and/or customer data and contact history prior to responding to the caller to ensure the highest quality service is provided