Customer Support & Experience Specialist

Xapply; Champaign (IL); On-site; USD 32,000 - 44,000; Full time

Job summary

Xapply in Champaign, IL seeks a Customer Service Representative to be the voice of the organization, delivering exceptional support and building positive relationships with customers. You will handle inquiries via phone, email, and chat, document interactions, and follow up to ensure satisfaction.

You should be able to stay composed in challenging situations, provide accurate information, and meet performance metrics. Multitasking and CRM proficiency are valued assets.

Qualifications

• Excellent verbal and written communication.
• Strong active listening and interpersonal skills.
• Proven ability to remain calm and patient in challenging situations.
• Problem-solving mindset with a customer-focused approach.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Listen actively to customer concerns and identify appropriate solutions.
• Resolve customer issues and complaints while maintaining a supportive and empathetic approach.
• Provide accurate product and service information to customers.
• Document customer interactions and maintain detailed records in our system.
• Follow up with customers to confirm satisfaction and address any additional concerns.
• Escalate complex or unresolved issues to appropriate departments or supervisors.
• Meet or exceed performance metrics, including response time and customer satisfaction scores.
• Collaborate with team members to share best practices and support organizational goals.
• Adhere to company policies and procedures while maintaining professional behavior.

Skills

Verbal communication

Written communication

Active listening

Customer empathy

Problem solving

Multitasking

CRM software

Typing speed

Tools

CRM software

Computer systems

Job description

Xapply in Champaign, IL seeks a Customer Service Representative to be the voice of the organization, delivering exceptional support and building positive relationships with customers. You will handle inquiries via phone, email, and chat, document interactions, and follow up to ensure satisfaction.

You should be able to stay composed in challenging situations, provide accurate information, and meet performance metrics. Multitasking and CRM proficiency are valued assets.