Customer Experience Representative

Job description

Overview Universal Windows Direct - Customer Experience Representative (In-Office Position) Full-Time Monday- Friday 8:30am - 5:00pm or 9:00am - 5:30pm The Customer Experience Representative (CER) is an integral part of our success. This role is responsible for managing the positive image, brand and reputation through resolution and investigation of customer questions, concerns, and complaints. Our CERs are responsible for managing a high volume of incoming phone calls, as well as responding to customer emails. Our support team will assist customers while ensuring compliance with the policies and procedures of the organization. Responsibilities: · Excellent ability to communicate both verbally (over the phone) and in writing (via email, within the customer service software, etc.). · Ability to manage high volume of incoming calls, balancing efficiency with providing high quality customer service. · Manages the entire customer inquiry, complaint, or concern from start to resolution. Asks probing questions to understand the customers concern, then selects and explains the best course of resolution, expedites corrections where needed, and follows up to ensure completion. · Collects, e...