Senior Customer Experience Specialist & Training Lead

Colonial Group; Clayton (MO); Hybride; USD 40 000 - 56 000; Plein temps

Résumé du poste

Colonial Group is seeking a Customer Service Specialist to act as a subject matter expert and mentor for front line Associates. You will handle escalated issues, respond to inquiries, and provide guidance to improve customer interactions across phone, email and social channels.

The role requires attention to detail, empathy, and the ability to work nights and weekends in a fast-paced environment. A credit and criminal background check is required, with some college preferred and basic MS Office

Qualifications

• 1+ year of customer service, retail or related experience.
• Retail call center experience preferred.
• High School diploma (with some college preferred).
• Proficiency with computer systems and ability to navigate the internet.

Responsabilités

• Handle escalated consumer compliments or complaints.
• Act as trainer/mentor to front line Associates.
• Answer internal assist line to support front line associates.
• Provide exceptional service via phone, email, and social media.
• Assist with incident and email backlog as needed.
• Track, report and suggest impacts of policies on customer experience.
• Make sound business decisions and resolve escalated issues.
• Follow up to ensure customer needs are met in a timely manner.
• Provide guidance to front line Associates to improve problem-solving.

Connaissances

Communication

Customer service

Problem solving

Multitasking

Empathy

Team leadership

Attention to detail

Time management

Formation

High School diploma

Some college preferred

Outils

Microsoft Office

Internet navigation

Typing skills

Description du poste

Colonial Group is seeking a Customer Service Specialist to act as a subject matter expert and mentor for front line Associates. You will handle escalated issues, respond to inquiries, and provide guidance to improve customer interactions across phone, email and social channels.

The role requires attention to detail, empathy, and the ability to work nights and weekends in a fast-paced environment. A credit and criminal background check is required, with some college preferred and basic MS Office