Customer Experience Coordinator
Kinetic
Customer Support Representative
Salute
part-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $15 per hour
Job Level
Mid-LevelSenior
About the role
- Respond to customer inquiries via phone, email, and chat in a timely, efficient and professional manner.
- Troubleshoot customer issues, identify root causes, and provide effective solutions.
- Guide customers on product usage, features, and best practices to enhance their experience.
- Effectively communicate the value proposition of the program to customers considering cancellation, offering targeted promotions when necessary to reinforce its benefits.
- Escalate complex issues to Team Leads when necessary.
- Account retention through inbound and outbound channels.
- Document customer interactions and maintain accurate, up-to-date records in Kustomer.
- Contribute to the knowledge base by sharing valuable insights and helpful feedback.
- Stay up-to-date on product updates, company policies, and department needs.
- Identify opportunities to improve customer experience and service delivery.
- Collaborate with other departments to ensure seamless customer support.
- Maintain a positive and professional attitude even in challenging situations ensuring trust and value for our members.
Requirements
- Excellent communication skills (written and verbal) with strong phone etiquette.
- Adaptable and friendly demeanor.
- Able to adapt to new workflows and maintain composure under pressure.
- Proven ability to build rapport and trust with customers.
- Strong problem-solving and analytical skills.
- Proficiency in using CRM software and support ticketing systems.
- Ability to work independently while also thriving in a collaborative team environment.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Experience in a customer-facing role is highly preferred.
- Technical knowledge is a plus.
- Sales experience or familiarity is a plus.
- Internet speed: 40mbps download, 10 mbps upload.
- Require two backup plans for internet/power outages (alternative work location, mobile hotspot).
