Customer Experience Specialist - Richmond

Faye Stg; Richmond (VA); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Faye in Richmond, VA is seeking a Customer Experience Specialist to ensure a customer-first, best-in-class service for our US users traveling stateside and abroad. The role focuses on delivering an empathetic, proactive approach in a fast-growing travel space.

You will handle calls, emails and chat, collaborate across teams, and own customer inquiries from intake to resolution with accountability. Local Richmond candidate, hybrid in-office schedule, and ability to work 4:30 PM–1:30 AM EST are

Qualifications

• Experience in customer service/call center roles.
• Local to Richmond, VA and able to work in-office with hybrid schedule.
• Able to work afternoon/evening EST (4:30 PM–1:30 AM).
• Familiarity with American customer service norms.
• Medical or travel background a plus.

Responsibilities

• Set high standards for customer care and build a top-notch brand reputation.
• Handle incoming calls and digital inquiries from US customers.
• Provide real-time support for travel inquiries & emergencies.
• Interact with travel and medical providers.
• Manage customer contacts across phone, email, and chat.
• Resolve complaints with empathy and efficiency.
• Complete requests in a friendly, professional manner.
• Collaborate across teams to solve issues.

Skills

Customer service experience

Call center experience

Time management

Communication skills

Job description

Customer Experience Specialist - Richmond

Faye is looking for a Customer Experience Specialist to join our fast-growing team in Richmond, Virginia as we take over the travel industry. This key role will ensure we are delivering a customer-first, best-in-class service to our valued users and will be pivotal in setting the bar for standard and excellence in the travel space.

We work in a fun, collaborative and entrepreneurial environment and are looking for a proactive, accountable leader focused on continuous learning and growth to push themselves and our team forward. If you’re process-driven, passionate about the travel space and keen to make an impact, then this is the role for you.

Responsibilities

• Be customer obsessed and set the highest bar for customer care in our industry. This role will be key in developing a top-notch reputation for our growing brand - one that is known for excellence, speed, empathy, proactivity and positivity.
• Handle incoming calls and digital inquiries from our US customers who are traveling stateside and abroad.
• Provide real-time support related to travel inquiries & emergency events.
• Interact with travel & medical providers.
• Effectively manage customer contacts across various channels of communication, including phone, e-mail and chat.
• Efficiently handle customer complaints with empathy, knowledge and understanding.
• Complete customer requests in a friendly, professional and timely manner.
• Work collaboratively across teams and departments to help solve any matter at hand.

Qualifications

• Local to Richmond, Virginia and able to work an in-office, hybrid schedule
• Ability to work in the afternoon/evening (4.30 PM - 1.30 AM) EST
• Ability to display great time management and prioritize workload while remaining organized and efficient
• Proven experience in customer service/call center roles
• Familiarity with American customer service and culture
• A medical and/or travel background - a plus