Customer Experience Specialist

Remote / United States Full Time regular
This job has more than 30 days. You can find more up-to-date jobs using the search box.
30720 - 34560 USD / year
Added 1mo ago
The Customer Experience Specialist plays a valuable support role by providing a superior level of service to all customers to address their needs expediently. Working at SMART, we create value for our customers by delivering solutions that power relationships at scale. Our pace of work enables fast learning and fosters an environment where you can stretch yourself and make an impact. Our commitment is to provide our customers with our undivided attention and assist them in establishing payment plans that fit their personal needs. This is a work from home position, the successful candidate will be a highly motivated individual that is able to work independently.

Responsibilities include:
Receive inbound customer calls, identify caller needs, establish a payment schedule and resolve conflict to achieve the highest level of customer satisfaction
Make outbound customer calls as follow up, and to provide additional information as needed
Provide assistance to callers in regards to pay-date change requests, adjusting bill information, taking payments and other service needs directly related to a customer account
Resolve customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding
Maintain customer records in company CRM tool, document customer interactions and transactions, record details of inquiries, complaints, comments, and actions that are taken
Maintain individual call quality goals, and adhere to the Customer Experience guidelines for improved customer satisfaction results
Effectively communicate knowledge of company services, policies and procedures
Assisting customers in enrolling additional accounts, providing a detailed overview of services by demonstrating a full understanding of what services are available to the customer
Handle high volume of inbound calls during peak times, averaging 60-80 calls per day providing superior customer service to every customer by using relationship building techniques and proper phone etiquette

At least two years of call center experience in banking, insurance, phone or cable industries
Ability to multitask and work in a fast-paced environment
Ability to work independently as well as part of a team
Superior customer service skills and the ability to maintain positive working relationships
Strong organizational skills and attention to detail
Excellent verbal and written communication skills
Ability to use computers competently; requires data entry
A professional interruption-free work environment to seamlessly provide outstanding service to our clients
Follow security and compliance standards to ensure all customer financial information remains strictly confidential
Schedules are assigned based on need and time zone. Options may be: Monday - Friday 10:00 AM - 7:00 PM CST or 8:30 AM - 5:30 PM CST
Saturday shifts are required and scheduled based on business needs. Saturday shifts are 10:00 AM - 2:30 PM CST

Personal Computer - Company computer issued after 60 days.
High-speed internet (Please complete at speed test at our system requires a 50-100 megabytes/sec for download speed and a ping Prior employment verification
Professional, quiet workspace
Have your own webcam/camera
Working headset
Speed test
Typing Test
Clean background

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Dental insurance
Disability insurance
Employee assistance program
Employee discount
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Paid training
Vision insurance
Work from home
Monday to Friday
Weekend availability
Supplemental pay types:
Commission pay

High school or equivalent (Required)

Customer Service: 2 years (Required)
Call Center: 2 years (Required)

Work Location: Remote
This job has more than 30 days. You can find more up-to-date jobs using the search box.