Customer Experience Specialist (Part-time Remote)

Thomas & Company; Nashville (TN); Remote; USD 30,000 - 40,000; Part time

Job summary

A leading company in Nashville is seeking a Customer Experience Specialist to manage customer inquiries and support the verifications line of business. The role involves handling calls, chats, and emails while ensuring exceptional service. Ideal candidates will have a High School Diploma and experience in a call center environment. Join a team that values innovation and growth, and help enhance customer satisfaction through effective communication and problem-solving skills.

Qualifications

• 1-2 years of experience in a call center role.
• Flexibility to work part-time hours between 7am-7pm, minimum 25 hours up to 29 hours per week.

Responsibilities

• Manage high volume of inbound calls, chats, and emails efficiently.
• Support verifications tasks such as indexing, routing, completing, and returning verifications.

Skills

Customer Service

Problem-Solving

Communication

Organization

Adaptability

Education

High School Diploma

Tools

MS Word

Excel

Outlook

Zendesk

Job description

Who we are:

As the largest privately held service provider in our industry, Thomas & Company specializes in delivering innovative solutions that help businesses optimize operations and manage critical human resources functions. Our services include unemployment cost control, employment verification, and tax credit services, aimed at reducing financial risk, streamlining processes, and enhancing cost efficiency for our clients.

Our culture:

We believe success begins with our people. Committed to fostering innovation, collaboration, and growth, we aim to empower our employees both professionally and personally. Our environment encourages creativity and diverse ideas, supported by team-building and leadership development programs. Recognized as a five-time Tennessean Top Workplace and a two-time USA Today Top Workplace, we value contributions and offer opportunities for career growth.

Whether seeking a new challenge, career development, or a team that values your input, Thomas & Company provides a platform to make a difference, where your ideas are heard, and potential recognized.

The position:

The Customer Experience Specialist supports the verifications line of business by handling customer inquiries via phone, chat, and email, assisting clients with T&C-related needs. This includes managing inquiries for the UCM line of business, directing callers appropriately, and providing solutions through troubleshooting and follow-up.

Essential Duties and Responsibilities:

1. Manage high volume of inbound calls, chats, and emails efficiently and accurately.
2. Follow Call Center procedures while meeting or exceeding productivity and quality metrics.
3. Identify caller needs, clarify information, and provide solutions, including follow-up as needed.
4. Support verifications tasks such as indexing, routing, completing, and returning verifications as directed by management.
5. Identify and escalate priority issues to management, maintaining professionalism with all callers.
6. Perform other duties as assigned.

Requirements and Qualifications:

1. High School Diploma or equivalent.
2. 1-2 years of experience in a call center role.
3. Flexibility to work part-time hours between 7am-7pm, minimum 25 hours up to 29 hours per week.
4. Proven track record of handling high volume calls daily.
5. Customer service chat experience is a plus.
6. Ability to perform essential duties satisfactorily; accommodations may be made for disabilities.

Special Considerations and Prerequisites:

1. Creative problem-solving skills.
2. Ability to deliver exceptional customer service across support channels.
3. Professional communication, both online and offline.
4. Empathy and adaptability in communication style.
5. Highly organized with attention to detail.
6. Team-oriented with ownership of work.
7. Flexible with a positive attitude and willingness to support varying tasks.
8. Proactive in identifying trends and improving customer experience.
9. Knowledgeable about verifications and T&C company processes.
10. Comfortable using Zoom for team interactions.
11. Ability to handle sensitive and confidential information appropriately.
12. Self-motivated and independent with minimal supervision.
13. Enthusiastic about representing T&C and building customer relationships.
14. Adaptable to process, policy, and tool changes.
15. Punctual with excellent attendance and adherence to schedule.
16. Proficient in MS Word, Excel, Outlook; Zendesk experience is a plus.
17. Capable of managing stressful situations to achieve business results.