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Customer Experience Specialist Jobs in TX, USA

Customer Experience Specialist

  • Fort Worth, TX, USA 
ECI Software Solutions
Negotiable
5 to 5 years
Full Time
Job Description

Excellent customer service attitude Team player Demonstrated verbal and written communication skills Time Management Skills Problem solving skills Attention to detail and ability to collect and document detailed information regarding customer issues Ability to listen intently and understand underlying concerns Ability to empathize and relate to customers, positive attitude Ability to navigate any question or issue and direct customer to the right person or team to assist Demonstrated ability to maintain self-control while defusing stressful customer situations Ability to multi-task between varied support channels, effectively and professionally communicating with the customer based upon their desired channel (i.e. phone, live chat, email) Technical aptitude Analytical skills Project Management BA/BS (recent grads encouraged) or experience working with customers in a retail environment Provides an exceptional customer experience inclusive of excellent communications, responsive follow through, and advocacy for customer issues within the support team and other internal departments. Provide end to end case management for every customer interaction. Follow up with customers to ensure provided solution meets their needs. Build rapport and maintain solid customer relationships by handling questions and concerns with speed and professionalism. Is accessible and available to multiple customers. Customer relationship management for new/special case customers requiring additional or hands on help. Conducts situational analysis, gathers information (i.e. click steps, logs, screen shots). Uses knowledge and skills to address customer’s needs and resolve basic problems within existing specifications and defined standards. Establishes priorities and communicate rationale and time frame clearly to customers. Overcomes constraints to meet established deadlines. Actively uses and contributes to a growing knowledge base and improve the effectiveness of the information available to the team as well as our customers. Identifies gaps in documents, training material and knowledge base content. Aligns with cross functional to ensure processes and projects are on track. Escalated case management. Document executive summaries and post mortem analysis. Active role in team meetings. Manages customer expectations through to successful completion of issues- including timely and consistent updates. Makes recommendations, as needed, to management on suggested internal process or procedure modifications to excel in providing an awesome customer experience. Demonstrates empathy and understanding of the impact of any issues on the customers business and responsibilities.

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