Description
The Customer Experience Specialist (CES) will act as a liaison, provide service information and resolve any emerging problems our customers may face with accuracy and efficiency. Responsibilities will include managing increased volume of calls and emails, identify and assess customer's needs to achieve satisfaction, build sustainable relationships and trust through open and interactive communication, handle customer complaints by providing appropriate solutions, ensure resolution, keep records of customer interactions, process billing and payment requests and assist with insurance compliance.
Essential Job Responsibilities
1. Ensures Service Level Agreements and individual metrics are met
2. Calculates and deliver contract payoff quotes
3. Assists customers with online portal enrollment and questions
4. Oversees the Customer Service and Insurance mailboxes with timely and professional responses
5. Handles sales and property tax disputes with third party providers
6. Handles insurance questions, incoming certificates and disputes with third party provider
7. If applicable, completes daily check log for incoming client payments
8. Processes client payments over the phone
9. Provides documentation (i.e. dually-signed lease/loan documents, Bill of Sale, amortization schedules) upon request
10. Acknowledges and escalate customer complaints timely
11. Exercises “Know Your Customer” (KYC) validation process
12. Maintains and updates customer records
13. Strives to provide extraordinary client service by exercising the Perfect Customer Experience (PCE)
14. Takes ownership of customer problems and follows through until resolution is achieved
15. Other ad hoc projects as applicable
Bona Fide Occupational Qualifications
1. A Bachelor's degree in Business (e.g. Business Administration, Finance, Accounting) or equivalent work experience preferred
2. Solid attention to detail, effective problem solving and analytical skills, with ability to handle and prioritize multiple tasks required
3. Proficient with Microsoft Office products, solid verbal and written communication skills, and interpersonal relations.
4. May be eligible for Telecommuting
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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