Customer Experience Specialist

Soni Resources Group; Stoughton (MA); On-site; USD 29,000 - 31,000; Full time

Job summary

Soni Resources Group in Stoughton, MA is seeking a Consumer Support Specialist to handle consumer questions, account inquiries, and service requests with a focus on delivering outstanding customer service. You will serve as a primary contact and work to resolve issues efficiently, contributing to a positive consumer experience.

This role requires a high school diploma, 1–3 years of customer service or administrative experience, and strong communication skills.

Qualifications

• High school diploma or equivalent required.
• 1–3 years of customer service or administrative experience preferred.
• Excellent verbal and written communication skills.
• Ability to remain professional when dealing with difficult or upset consumers.
• Proficiency with Microsoft Office and CRM systems.

Responsibilities

• Respond to consumer inquiries by phone, email, chat, or other communication channels.
• Provide accurate information regarding products, services, accounts, policies, and procedures.
• Research and resolve consumer complaints and service issues.
• Process consumer requests, account updates, payments, refunds, or other transactions as needed.
• Document all consumer interactions and resolutions in company systems.
• Escalate complex or sensitive issues to the appropriate department or supervisor.
• Follow up with consumers to ensure concerns have been properly resolved.
• Maintain accurate and confidential consumer records.
• Work collaboratively with internal departments to address consumer needs.
• Identify recurring issues and recommend opportunities to improve the consumer experience.
• Meet established service, quality, productivity, and response-time goals.
• Perform other duties and administrative tasks as assigned.

Skills

Customer service

Communication skills

Multi-tasking

Problem solving

Professional demeanor

Education

High school diploma or equivalent

Tools

Microsoft Office

CRM systems

Job description

Soni Resources Group in Stoughton, MA is seeking a Consumer Support Specialist to handle consumer questions, account inquiries, and service requests with a focus on delivering outstanding customer service. You will serve as a primary contact and work to resolve issues efficiently, contributing to a positive consumer experience.

This role requires a high school diploma, 1–3 years of customer service or administrative experience, and strong communication skills.