Customer Experience Representative

Job Summary

A company is looking for a Customer Experience Representative to manage inbound customer interactions and enhance overall service quality.

Key Responsibilities

• Handle inbound calls and chats, aiming for single call resolution and managing escalations
• Maintain customer records accurately in Salesforce.com and report inefficiencies using ServiceNow
• Work collaboratively with a team to meet performance metrics related to call quality and customer satisfaction

Required Qualifications

• High School diploma or equivalent is required
• 1-2 years of experience in a customer-facing, service-related role
• Proven experience using internal tools to resolve customer issues
• Typing speed of 40+ WPM for phones and 45+ for chat is required
• Familiarity with Microsoft Office and strong organizational skills