Customer Experience Specialist — First Contact Resolver

Plus Dane Housing; United States; Remote; USD 29,000 - 35,000; Full time

Benefits offered by this job

35 days leave

Pension 10%

Christmas closedown

Extra leave options

Wellbeing support

Learning & development

Job summary

Plus Dane Housing is looking for a front-line customer service advisor to respond to inquiries by phone and digital channels. You will listen, explain clearly, and manage expectations while recording interactions in our CRM system.

You’ll stay calm under pressure, take ownership of issues, and work with colleagues to deliver a consistent service, while identifying opportunities to improve the customer experience. 35 hours per week, permanent role.

Qualifications

• Clear written and verbal communication, explaining information accurately and managing expectations professionally.
• Customer focus and empathy, listening carefully and responding to different needs.
• Resilience in a busy environment, staying calm under pressure and handling priorities.
• Problem-solving and ownership, using judgement and escalating when needed.
• IT confidence and accuracy, using multiple systems and keeping reliable records.

Responsibilities

• Respond to customer enquiries via telephone and digital channels with clear, accurate advice.
• Aim to resolve enquiries at first point of contact.
• Record all enquiries and actions accurately on our systems.
• Take ownership, follow up and keep customers informed; escalate when needed.
• Work with colleagues to provide a consistent service and share feedback for improvement.
• Identify trends and opportunities to improve the customer experience.

Skills

Clear communication

Customer focus

Resilience

Problem solving

IT proficiency

Tools

CRM software

Multiple IT systems

Job description

Plus Dane Housing is looking for a front-line customer service advisor to respond to inquiries by phone and digital channels. You will listen, explain clearly, and manage expectations while recording interactions in our CRM system.

You’ll stay calm under pressure, take ownership of issues, and work with colleagues to deliver a consistent service, while identifying opportunities to improve the customer experience. 35 hours per week, permanent role.