Customer Experience Pro — Escalations & Solutions

Unifin, Inc.; Niles (IL); On-site; USD 32,000 - 45,000; Full time

Job summary

UNIFIN is seeking a Customer Service Representative to support inbound inquiries and resolve issues by delivering world-class service. You will be part of our diverse team focused on customer satisfaction and timely resolution.

The role emphasizes handling escalations, data entry, and collaboration with teammates to improve service levels. On-site at our Illinois location, the candidate should have a high school diploma and at least two years in customer service.

Qualifications

• High school diploma or equivalent.
• Minimum 2 years of customer service and/or contact center experience.
• Experience de-escalating situations with dissatisfied customers.
• Proficiency in Microsoft Outlook, Word, PowerPoint, and Excel.

Responsibilities

• Manage all customer escalations and complaints to a high professional standard and in accordance with the account's terms and policies.
• Receive inbound customer contacts and complete outbound contacts, including callbacks and responses, to maintain queues and meet service levels.
• Demonstrate sound negotiation, problem-solving, and conflict-resolution skills by resolving issues within established authority and parameters whenever possible, while using sound judgment to determine when escalation is necessary.
• Serve as the “voice of the customer” and proactively recommend solutions that address root causes of escalations and complaints by leveraging established contacts and processes.
• Share information and knowledge with team members to help recognize and reduce recurring issues.
• Capture all relevant customer contact information accurately and concisely within data capture systems and ensure records are properly maintained.
• Follow escalation and complaint procedures to ensure customer issues are tracked and relevant parties are informed of actions taken to resolve them.
• Use appropriate tools to provide customers with relevant information and identify knowledge gaps or outdated policies and procedures that may have impacted frontline resolution efforts.

Skills

Customer service experience

Education

High school diploma or equivalent

Tools

Microsoft Outlook

Microsoft Word

PowerPoint

Excel

Job description

UNIFIN is seeking a Customer Service Representative to support inbound inquiries and resolve issues by delivering world-class service. You will be part of our diverse team focused on customer satisfaction and timely resolution.

The role emphasizes handling escalations, data entry, and collaboration with teammates to improve service levels. On-site at our Illinois location, the candidate should have a high school diploma and at least two years in customer service.