Job Description
Customer Experience Specialist
Classification: Non-Exempt
SUMMARY
The Customer Experience Specialist duties include supporting the Customer Service and Inside Sales Team. The Customer Experience Specialist must have an outgoing and positive demeanor, a positive work ethic, and have a track record of working well with others in a team environment.
Trilogy offers competitive pay plus incentives with paid time off and amazing benefits, including access to medical, dental, vision insurance, company-paid life and disability, 401(k) savings plan with company match, and other wellness offerings. Pay is based on experience and qualifications.
Pay Range - $30 - $35/ hourly
PRIMARY JOB DUTIES/RESPONSIBILITIES
•Responding efficiently and accurately to inbound calls, explaining possible solutions and ensuring that clients feel supported and valued
•Process address changes in CRM and ERP systems
•Site set-ups for multi-site leads/accounts
•Review cancellation requests and provide supporting documentation, where necessary
•Manage credit request forms and forward to the Customer Service Manager for review and approval
•Gather accurate customer information to ensure the operations and billing teams have what they need for setup and service; coordinate with sales or account management team members as needed
•Building lasting relationships with clients and other customer service team members based on trust and reliability
•Utilizing software, databases, scripts and tools appropriately
•Making sales or recommendations for products or services that may better suit client needs
•Taking part in training and other learning opportunities to expand knowledge of company and position
•Adhering to all company policies and procedures
•Other duties as assigned
QUALIFICATIONS & SKILLS
•High school diploma or equivalent; higher degree in a relevant discipline preferred
•3-5 years of customer service experience
•Exceptional customer service, active listening and verbal and written communication skills, professional phone voice
•Understanding of company products, services and policies
•Proficiency with computers, especially with ERP and CRM software, and strong typing skills
•Strong time management and decision-making skills
•Adaptability and accountability
•Fluency in English and Spanish required
EXPECTED HOURS OF WORK
•Able to work an agreed upon standard schedule
•Additional hours as job duties demand
TRAVEL - OTHER
•Travel to domestic Trilogy facilities when necessary (less than 10%)
•Must have a current, valid driver's license
•Able to be insurable under our company's liability insurance policy
WORK CONDITIONS
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Environment & Physical Effort
•Able to work in an office environment
•Able to maintain focus and analyze data
•Able to sit and use a computer for extended periods of time
•Able to speak and communicate proficiently
•Routine physical exertion: standing, walking
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EOE
