Customer Experience Associate

New

United StatesFull-TimeMiddle

Salary22.21 - 23.05 USD per hour

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Job Details

Languages: English
Required Skills: SalesforceCommunication SkillsCustomer serviceMicrosoft OfficeCRM

High School diploma or GED.
Excellent written and verbal communication skills in English.
Excellent PC skills including MS Office products (Word, Excel, PowerPoint, Outlook).
Ability to navigate internet and web applications effectively.
Proven ability to multitask and demonstrate effective organizational skills.
Strong problem-solving abilities and attention to detail.
Ability to work both independently and within a group environment.
Experience with AI tools or a demonstrated willingness to learn.
Commitment to supporting an inclusive and diverse environment.
Ability to handle confidential information with discretion.
Minimum 3 years of customer service experience in a call center environment (preferred).
Experience with CRM/database applications, such as Salesforce (a plus).

Provide a high-quality experience to customers through multiple communication channels while achieving designated KPIs.
Actively promote products and services, explaining offerings and making recommendations based on customer needs.
Manage daily contacts, delivering accurate and timely support for examination and education registration processes.
Resolve customer concerns using a case management system and maintain detailed records for every contact.
Assist customers with tasks including password resets, profile changes, website navigation, certification renewals, and extension requests.
Process payments for annual maintenance fees and diagnose payment errors.
Multitask across web applications including Case Management Systems and agent desktops.
Escalate complex inquiries to subject matter experts and inform management regarding customer correspondence trends.

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