Customer Experience Specialist

Express Employment Professionals - Cincinnati East; Worcester (MA); On-site; USD 36,000 - 48,000; Full time

Job summary

Express Employment Professionals - Cincinnati East in Worcester, MA, is seeking a Customer Service Representative to deliver exceptional support by answering inquiries, processing orders, and resolving issues across phone, email, chat, and in person.

The role emphasizes accurate data entry, detailed record keeping, and maintaining positive relationships with customers while meeting performance metrics and contributing to a high-quality service experience.

Qualifications

• High school diploma or equivalent; associate or bachelor's degree preferred.
• Experience in customer service preferred.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office and CRM systems.
• Ability to multitask in a fast-paced environment.
• Strong problem-solving and conflict-resolution skills.
• Attention to detail and accuracy.

Responsibilities

• Respond to customer inquiries via phone, email, chat, or in person.
• Resolve customer complaints and provide appropriate solutions in a timely manner.
• Process orders, returns, exchanges, and service requests accurately.
• Maintain detailed records of customer interactions and transactions.
• Provide product and service information to customers.
• Follow up with customers to ensure issues are resolved satisfactorily.
• Escalate complex issues to supervisors or relevant departments when necessary.
• Meet established performance metrics, including response times and customer satisfaction goals.
• Assist with administrative tasks and data entry as needed.
• Maintain a professional and positive attitude when interacting with customers.

Skills

Customer service excellence

Communication Skills

Microsoft Office

CRM systems

Multitasking

Problem solving

Active listening

Data entry

Teamwork

Attention to detail

Education

High school diploma or equivalent

Associate or Bachelor's degree preferred

Tools

CRM systems

Microsoft Office

Job description

Express Employment Professionals - Cincinnati East in Worcester, MA, is seeking a Customer Service Representative to deliver exceptional support by answering inquiries, processing orders, and resolving issues across phone, email, chat, and in person.

The role emphasizes accurate data entry, detailed record keeping, and maintaining positive relationships with customers while meeting performance metrics and contributing to a high-quality service experience.