Customer Experience Specialist

Unifin Inc; Niles (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

Unifin Inc is seeking a Customer Service Representative to support inbound inquiries and resolve issues with world-class service. You will act as the voice of the customer and work within established policies to maintain high satisfaction levels.

Ideal candidates have a high school diploma or equivalent, at least 2 years in customer service, and proficiency with Microsoft Office. This on-site role offers growth opportunities within a diverse team.

Qualifications

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

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• Use appropriate tools to provide customers with relevant information and identify knowledge gaps or outdated policies and procedures that may have impacted frontline resolution efforts.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

Conflict resolution

Communication

Problem solving

Education

High school diploma or equivalent

Tools

Microsoft Outlook

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Job description

Unifin Inc is seeking a Customer Service Representative to support inbound inquiries and resolve issues with world-class service. You will act as the voice of the customer and work within established policies to maintain high satisfaction levels.

Ideal candidates have a high school diploma or equivalent, at least 2 years in customer service, and proficiency with Microsoft Office. This on-site role offers growth opportunities within a diverse team.