Customer Experience Associate IV
Customer Experience Associate IV
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Track Description:
- Performs business support or technical work using data organizing and coordination skills.
- Performs tasks based on established procedures.
- In some areas requires vocational training certifications licensures or equivalent experience.
General Profile
Proficient in a range of operational processes through prior job-related experiences and training.
Completes assignments and guides the work of peers and other team members.
May work cross-functionally in different areas when necessary.
- Proposes improvements to processes and methods.
- Works within established procedures and practices.
Functional Knowledge
- Has developed skillset in a range of processes procedures and systems
- Acts as a technical expert in an area.
Business Expertise
- Understanding of how teams integrate and work best together to support the achievement of company goals
Impact
- Impacts own team and other teams whose work activities are closely
- Impacts the end-user for a more efficient and pleasant experience.
Leadership
- Serves as a team head and may allocate work.
- May give subject matter guidance to junior team members.
Problem Solving
- Ability to problem-solve allowing for evaluation of issues and solutions to provide the best outcome for the client and end-users.
Interpersonal Skills
- Exchanges ideas and information effectively.
Warm and patient demeaner showing empathy and understanding to the end user.
Responsibility Statements
- Provides customers with information that is specialized and communicated in warm empathetic manner.
- Assesses calls to provide service immediately be transferred or require follow-up for client resolution.
- Identifies customer needs by referring to case notes examining each as a specific case
- Handles escalated transactions where the front line has exhausted all options or when the customer insists on speaking with a manager or the corporate office.
- Provides customers with information that is specialized and communicated in warm empathetic manner.
- Gathers all necessary information to update the database
- Explains company policies to customers as required
- Guides end-to-end resolution of customer issues seamlessly and efficiently
- Supports and mentors less experienced team members
- Performs other duties as assigned
- Complies with all policies and standards
Required Experience:
IC
Employment Type
Full Time
