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Customer Experience Associate
Location
California
Posted
7 days ago
Salary
$22 - $23 / hour
Seniority
Mid Level
Job Description
Customer Experience Associate
ISC2
• Provide a high-quality experience to our customer at all times, through multiple communication channels achieving designated KPI’s associated with the role. • Actively promote products and services to our customers, explaining products and making recommendations based on customer driven information. • Actively seek opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty. • Manage day to day contacts: Deliver accurate, professional and timely support to customers during the examination and education registration process and strive to achieve first time resolution on every contact. • Resolve customer concerns through the case management system; create cases for each contact handled. • Assist customers and candidates with items such as: password resets; contact or profile change requests; “how-to” issues concerning website use; certification process and renewal related issues/inquires; extensions; etc. • Process payments for annual maintenance fees and diagnoses payment errors. • Register customers for seminars. • Multitask through multiple web applications: Case Management System, Live Person Agent Desktop and IntelliVUE, etc. • Recognize, document, and inform the regional manager regarding trends in customer correspondence. • Escalate complex inquires / requests to subject matter experts. • Carry out effective outreach to customers as required. • Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries. • Perform miscellaneous duties as assigned.
Job Requirements
- High School diploma or GED required
- Minimum 3 years of customer service experience in a call center environment, preferred
- CRM/database applications experience (i.e. Salesforce), a plus
- Must have excellent written and verbal communication skills in English
- Must have excellent PC skills including MS Office products (Word, Excel, Power Point, Outlook), internet and web applications/navigation
- Ability to build an inclusive culture that encourages, supports and celebrates diversity; serve as a role model to promote DEI best practices.
- Demonstrate passion for customer experience and has the ability to put the customer and candidate at the heart of all interactions.
- Demonstrate effective organization skills and the ability to multitask.
- Ability to work effectively in a group as well as independently with minimal supervision while maintaining a high level of quality.
- Ability to assimilate knowledge and information relating to customership, exams and the products that we market, and communicate this clearly and with enthusiasm and energy to our customers.
- Ability to interact in a cooperative and professional manner with others.
- Demonstrate detail oriented and good follow-up skills.
- Ability to problem solve in a timely manner.
- Ability to handle confidential information with discretion.
- Experience working with AI tools or a demonstrated willingness to learn.
Benefits
- Comprehensive benefits package available
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