Customer Experience Associate

Monday to Sunday 8am to 11pm

Key Responsibilities:

• Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
• Identifies customer needs by referring to case notes and examining each as a specific case.
• Performs routine call center activities concerning business products and services.
• Uses standard scripts and established guidelines and under supervision, to meet SLAs.
• Provides customers with information that is specialized and communicated in a warm empathetic manner.
• Gathers all necessary information to update the database.
• Escalates issues to senior levels, based on complaints or concerns.
• Explains company policies to customers.
• Performs other duties as assigned.
• Complies with all policies and standards.
• If required/offered to work from home, this role is subject to continued monitoring to ensure a distraction-free workspace and to verify that no unauthorized devices, individuals, or animals are present.
• Typing Speed Requirement 20WPM