PetScreening

Customer Experience Representative

PetScreening

full-time

Posted on:

Location Type: Hybrid

Location: Mooresville • North Carolina • United States

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Job Level

Junior

About the role

  • Regularly and confidently manage a large volume of inbound and outbound communication, via ZenDesk, with comprehensive knowledge, compassion, and efficiency
  • Identify and address customer and client needs, with a goal of total satisfaction in the least amount of time
  • Meet customer experience department targets, both individually and as a team
  • Follow company and team guidelines and procedures for communications with minimal supervision, effectively taking ownership of your role
  • Take the initiative to recommend improvements to company processes for efficiency, or share new ideas, leaving your paw-print on our growing company
  • Provide cross-departmental support through special projects, as needed, with little impact on your existing duties in CX
  • Set a positive example for all team members of commitment, customer experience activities, work ethics and habits, and positive personal character
  • Respond quickly, professionally, and accurately to customer and client inquiries regarding a wide range of questions and concerns
  • Engage with external customers and clients and internal team members in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships; including escalated conversations and situations
  • Participate in special projects as reasonably required in your role
  • Contribute towards and participate in plans for team activities/meetings to create a positive work environment
  • Show leadership and take ownership of responsibilities in your role to help move the team forward, collectively

Requirements

  • Excellent communication skills, including active listening and clear, professional articulation
  • Quick learner of software platforms and programs; flexibility to shift protocols as required in a dynamic customer- and client-responsive environment
  • Detail-oriented work ethic with strong time management skills; able to multitask, manage time, and prioritize projects successfully with little impact on qualitative and quantitative markers
  • Positive growth mindset with the ability to solve problems in a fast-paced, dynamic environment; alleviate and de-escalate conflicts, and escalate tactfully as needed
  • Ability to succeed individually and as a team member
  • Positive and compassionate with the ability to have fun and connect on the team!
  • Experience with customer service or public relations - 1-year minimum is preferred but not required
  • Experience with Google Suite
  • Project management experience is preferred but not required
Benefits
  • Medical/Dental/Vision/HSA benefits offered after 30 days of employment.
  • Company sponsored Life Insurance and Short Term Disability.
  • Optional Life Insurance and Long Term Disability Plans.
  • 401(k) with 3% match regardless of employee contribution.
  • Quarterly open enrollment.
  • Paid time off accrual beginning first day of employment
  • Paid holidays
  • Optional remote work days
  • Paid Family/Military/Bereavement leave
  • Pet friendly office
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicepublic relationsproject managementtime managementmultitaskingproblem solvingdetail-oriented
Soft Skills
communicationactive listeningflexibilitypositive mindsetcompassionteamworkleadershipinitiativeownershipconflict resolution