Customer Experience Representative

Customer Experience Representative

The Customer Experience Representative is responsible for providing a world-class communication experience for Thompson customers and personnel by managing incoming calls, and greeting customers and guests. They will also provide a variety of administrative duties including issuing purchase orders, creating reports, updating customer data in CRM, and assisting with customer surveys. The successful candidate in this role will work with customers and employees to answer questions and minimize complaints. The ideal candidate is a strong communicator and relationship-builder, skilled in building customer trust and loyalty.

Functions as first point of communication contact for customers ensuring world-class customer care.

Answers incoming calls within 3 rings, determines nature of inquiry, provides information about products and services as appropriate, directs calls to appropriate department or employee, and relays and routes messages as necessary.

Operates multi-line telecommunications system and answers calls in a timely and professional manner.

Obtains details of customer issues and/or complaints as needed. Ensure customer's issues are handled by appropriate party.

Follows up on resolution as appropriate.

Forwards non-standard or difficult calls to the Customer Experience Director as needed.

Keeps records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Meets or exceeds customer experience standards.

Performs clerical duties such as create purchase orders, data entry, typing, customer follow-up, etc.

Creates and distributes flyers to all branches for holiday notifications.

Manages and prioritizes multiple tasks in a busy environment.

Actively cares and advocates safety.

Adheres to all applicable safety policies, procedures and standards.

Works within to promote corporate vision, mission, and values of the organization.

Performs other duties as assigned.

Qualifications

Skills:

Required:

Customer Service: Advanced

Microsoft Office: Intermediate

Relationship Building: Advanced

Problem Solving: Advanced

Computer: Intermediate

Listening: Advanced

Written Communication: Advanced

Verbal Communication: Advanced

Behaviors:

Required:

Loyal: Shows firm and constant support to a cause

Team Player: Works well as a member of a group

Enthusiastic: Shows intense and eager enjoyment and interest

Education:

Required: High School or Equivalent or better.

Experience:

Required: Minimum six-month equivalent experience using a multi-line telecommunication system to provide world class customer service to external and internal customers preferred.