Client Experience Specialist

Our Client Experience Specialists handle all inbound and outbound contacts from our clients efficiently, and thoroughly via voice, email, live chat, messaging, and social media.

They act as subject matter experts in all areas within the Client Experience department.

Specialists support their peers and management by taking front-line and escalated client contacts and seeing matters through to resolution.

Providing a best-in-class experience for all clients.

Responsibilities
• Responds to clients in an efficient, friendly, and professional manner over the phone, email, social media, or messaging channels
• Demonstrate and uphold department and company guidelines, policies, and procedures
• Displays a positive attitude and works with integrity
• Exhibits the ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively
• Demonstrates required skills; adapts to new technologies; troubleshoots technological problems
• Manages difficult or emotional client situations; responds promptly to client needs; solicits client feedback to improve service; responds to requests for service and assistance; meets commitments.

Can balance out the best interest of client and company
• Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; selects and uses appropriate communication methods
• Adapts to changes in the work environment; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events
• Builds rapport and establishes trust; asks questions to discover client business needs; applies product and market knowledge effectively; presents solutions that meet client objectives
• Dependable and reliable, follows schedule and instructions, responds to management direction; takes responsibility for own actions
• Shows initiative, taking independent actions and calculated risks; asks for and offers help when needed
• Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions
• Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly
• Can maintain a high level of professionalism despite any challenging situations that may arise

Qualifications
• Education: High School Diploma or equivalent required
• Experience Minimum (1-3) years of relevant work experience within the Client Experience and Contact Center environment is required
• Experience or relevant work experience in the Tile, Natural Stone, Textile, Furniture, Building Materials, Interior Design, or e-Commerce industries is strongly preferred
• Knowledge of, and experience with, Microsoft Suite, SalesPad, Magento, and Gladly syste...