Customer Experience Associate

Renewal by Andersen of Charleston - Hilton Head; Summerville (SC); On-site; USD 36,000 - 48,000; Full time

Job summary

Renewal by Andersen of Charleston - Hilton Head is seeking a Customer Experience Associate to enhance the overall customer journey during and after the sales process. You will collaborate with internal teams to resolve inquiries and issues, maintaining responsive communication via phone, email, or text.

The role requires professionalism, strong Excel/Outlook skills, and the ability to manage multiple tasks in a dynamic office environment, delivering empathetic service and clear information.

Qualifications

• Associates degree or equivalent work experience.
• 2-3 years of customer care experience/management.
• Proficient with Excel/Outlook; professional demeanor.

Responsibilities

• Partner with sales staff to serve as point of contact for customers.
• Build rapport with customers via phone, email, or text.
• Provide accurate information throughout the customer experience.
• Multi-task in a high-volume environment while staying positive.
• Deliver empathy and trust to customers.
• Communicate clearly and consistently.
• Present a WOW factor with each interaction.
• Other duties as assigned.

Skills

Professionalism

Communication

Organization

Independence

Multitasking

Microsoft Excel

Microsoft Outlook

Education

Associates degree or equivalent

Tools

Microsoft Excel

Microsoft Outlook

Job description

Summary

As a Customer Experience Associate, you will be responsible for managing and enhancing the overall customer experience during and after the sales process. This role involves effective communication, problem-solving, and collaboration with various internal teams to address customer inquiries, resolve issues, and ensure a seamless customer journey.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications

• Associates degree or equivalent work experience
• 2-3 years of customer care experience/management

Knowledge, Skills, and Abilities

• Must be able to maintain professionalism and respectful demeanor with customers
• Must be fluent with Microsoft Excel/Outlook
• Organizational skills, follow up, and attention to detail
• Must be able to organize & prioritize
• Flexible and resilient to adapt to multiple demands, shifting priorities, and changing business conditions
• Ability to work independently

Essential Functions

• Partner with our sales staff to serve as point of contact for customers
• Build rapport with customers by maintaining constant contact via phone, email, or text
• Drive the highest standards of ethical behavior by providing accurate information throughout the customer experience
• Multi-task effectively in a high-volume environment while maintaining a positive attitude
• Deliver high levels of empathy and trust to customers
• Provide clear and consistent communication
• Present a WOW factor with each customer interaction
• Other job duties as assigned

Physical Demands

• Sitting for Extended Periods
• Computer Use
• Meetings and Collaboration
• Telephone Communication
• Document Handling
• Communication

Work Environment

• Office Setting: The work is typically conducted in an office environment with access to computers, phones, and other necessary tools for managing customer interactions.
• Customer Service Center: Customer Experience Associates often work in a designated customer service center or department within the company's office.
• Multitasking and Time Management: Customer Experience Associates may need to handle multiple customer inquiries simultaneously, requiring effective multitasking and time management skills.
• Training and Development: Participation in training programs to stay updated on products, services, and customer service best practices.
• Technology Use: Regular use of customer relationship management (CRM) systems, ticketing systems, and other technology tools to manage customer interactions and record details.
• Adherence to Policies and Procedures: Ensuring that customer interactions adhere to company policies, industry regulations, and ethical standards.