Customer Experience Specialist

Socket.dev; Latham (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

Socket.dev is seeking a Customer Experience Specialist to handle inquiries by phone, email, and chat, delivering high-quality service and timely resolutions in a fast-paced environment.

In this role you will diagnose and resolve issues using available tools, support a positive customer journey from start to finish, and collaborate across teams to upsell PIP products when appropriate.

Qualifications

• High school diploma required; associates preferred.
• Experience in telephonic or personal customer contact is preferred.
• Strong commitment to resolving customer issues on first pass.
• Excellent written and verbal communication.
• Ability to work in a fast-paced, multitask team environment.
• Proficient with Microsoft Outlook, Windows OS, internet, and browsers.

Responsibilities

• Assist customers via telephone, email, and chat with an exceptional level of service delivery.
• Serve as their go-to for resolving concerns and ensuring a positive customer experience from start to finish.
• Diagnose and resolve problems utilizing department tools, resources, and business judgment, increasing customer confidence with PIP products.
• Work as a positive role model, supporting department and company objectives in a cross-functional team.
• Upsell the PIP product line on incoming calls and, when appropriate, outgoing calls to customers.
• Ensure productivity and quality levels are met to exceed customer expectations.

Skills

Communication skills

Teamwork

Problem solving

Customer service

Attention to detail

Adaptability

Education

High School Diploma

Associates degree preferred

Tools

Microsoft Outlook

Windows OS

Web browsers

Job description

The Customer Experience Specialist (CXS-1) provides high-quality customer support and problem resolution utilizing telephone, email, and chat technologies. This position is responsible for managing general customer concerns which may include mis-shipments, returns, and pricing discrepancies; escalating as needed to ensure issues are handled in a timely manner.

The Specialist performing at this level will be required to utilize skills from training, education, or experience to fulfill their daily responsibilities. In addition, this role will be working in a team environment, working to maximize individual and overall team performance.

JOB RESPONSIBILITIES

Customer Centric- Assist customers via telephone, email, and chat with an exceptional level of service delivery. You will serve as their go-to for resolving concerns and ensuring a positive customer experience from start to finish.

A Problem Solver -You aren't afraid to jump in and diagnose and resolve problems utilizing department tools, resources, and business judgment, resulting in increased customer confidence with PIP products.

A Team Player -Perform as a positive role model by demonstrating continuous performance improvement, solid business skills and support of department and company objectives. You work effectively in a team environment, with a willingness to work cross-functionally, continuously gaining new skills.

Agile -Upsell the PIP product line on incoming calls; and when appropriate, outgoing calls to customers.

Detail oriented -Ensure productivity and quality levels are met in order to meet and exceed customer expectations.

CORE SKILLS/COMPETENCY REQUIREMENTS

• High School Diploma: Associates preferred but not required.
• Previous experience in a telephonic or personal customer contact position is preferred.
• Commitment to developing strong customer relationships and providing resolution to customer issues on the first pass.
• Strong written and verbal proficiencies with attention to detail and accuracy.
• Flexibility to work in a fast-paced, multi-task team environment.
• Basic PC knowledge, working knowledge of Microsoft Outlook, Windows operating systems, Internet, and mainstream web browsers.