Customer Experience Specialist

City of Lincoln; Carlsbad (CA); On-site; USD 59,099,000 - 84,171,000; Full time

Benefits offered by this job

Medical Insurance (PPO/HMO)

Dental and Vision Insurance

Life Insurance (Basic and Voluntary)

401(k) Retirement Plan with Company My

Paid Vacations

Job summary

City of Lincoln in Carlsbad, CA is seeking a Customer Service Representative (CSR) to act as a liaison, delivering product and service information, addressing inquiries, and resolving issues for customer accounts. The role requires responding via phone, email, or chat and documenting interactions in the CRM.

You will maintain knowledge of concrete designs and additives, escalate complex issues, and strive to meet performance targets for response times, satisfaction, and resolution rates while

Qualifications

• Proven experience in customer support or as a Client Service Representative.
• Excellent phone contact handling skills and active listening abilities.
• Familiarity with CRM systems and practices.
• A customer-oriented approach with the ability to adapt to various personalities.
• High school diploma or equivalent.

Responsibilities

• Respond to customer inquiries via phone, email, or chat.
• Provide accurate information about products, services, pricing, and policies.
• Assist customers with placing concrete orders per company guidelines.
• Resolve customer concerns and offer appropriate solutions.
• Document customer interactions and transactions in the CRM system.
• Maintain knowledge of mixed designs and concrete additives.
• Escalate complex issues to higher-level support or management.
• Track and report recurring customer concerns for service improvements.
• Ensure customer satisfaction through follow-up communication.
• Maintain professionalism in all interactions, even in challenging situations.
• Meet or exceed performance targets for response times, satisfaction, and resolution rates.

Skills

Customer support experience

Active listening

Communication

CRM familiarity

Bilingual (preferred)

Education

High school diploma or equivalent

Tools

CRM systems

Job description

City of Lincoln in Carlsbad, CA is seeking a Customer Service Representative (CSR) to act as a liaison, delivering product and service information, addressing inquiries, and resolving issues for customer accounts. The role requires responding via phone, email, or chat and documenting interactions in the CRM.

You will maintain knowledge of concrete designs and additives, escalate complex issues, and strive to meet performance targets for response times, satisfaction, and resolution rates while