Customer Experience Specialist

Customer Experience Specialist - Careers At Precision Collision

Career Opportunities with Precision Collision

Careers At Precision Collision

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Customer Experience Specialist

  • Department:
  • Call Center
  • Location:
  • Columbus, OH

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SUMMARY:

A Customer Experience Specialist (CES) is responsible for managing incoming and outgoing customer inquiries, providing assistance, resolving issues, and ensuring a positive customer experience. Our CESs typically communicate via phone, email, or chat, and may assist with scheduling, appointment follow-up, overflow calls for our repair facilities, and more. Strong communication, problem-solving, and customer service skills are essential, along with the ability to consistently deliver high performance by meeting quality, attendance, performance, and customer satisfaction goals.

Pay $18-21 per hour based on experience

Remote work!

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

  • Interact with customers via phone, email, and/or chat to schedule, confirm, and modify repair appointments.
  • Accurately gather and document customer information within our scheduling system.
  • Coordinate with our repair facilities to ensure optimal customer experience and minimize appointment conflicts.
  • Utilize scripts and templates to maintain consistent communication while personalizing interactions to enhance customer experience.
  • Consistently meet or exceed established quality metrics, including accuracy, professionalism, and customer satisfaction.
  • Ensure adherence to attendance by reliably reporting to work on time and minimizing unscheduled absences.
  • Meet overall performance metrics, such as, call handling time, utilization, and first-call resolution.
  • Actively participating in team meetings, 1:1s, coaching, and training sessions.
  • Analyze complex situations, think critically, and use problem-solving skills to identify root causes and implement solutions that satisfy customer needs.
  • Display empathy, patience, and active listening to build rapport and maintain a positive customer experience.
  • Handle multiple customer interactions simultaneously while maintaining a high level of professionalism and attention to detail.
  • Take overflow calls for repair facilities when applicable to assist in managing high call volumes and maintaining customer satisfaction.
  • Stay updated on company policies, procedures, products, and services, and adapt to changes in a dynamic and evolving environment.
  • Collaborate with colleagues, supervisors, and other departments to resolve customer issues that require cross-functional support.
  • Demonstrate a positive attitude and professionalism in all interactions, fostering a collaborative team culture and maintaining a supportive, customer-focused environment.

QUALIFICATIONS:

  • High school diploma or equivalent.
  • Previous customer service in a call/contact center experience is preferred.
  • Prior experience in the automotive industry is strongly preferred but not required.
  • Strong verbal and written communication skills are essential for effectively interacting with customers and conveying information clearly and professionally.
  • A genuine desire to assist customers and provide excellent service, even in challenging situations.
  • The ability to analyze customer issues, identify root causes, and implement appropriate solutions.
  • Display empathy and active listening skills to understand and address customer concerns.
  • Ability to remain seated for extended periods and handle prolonged phone and computer use.
  • Capable of managing multiple customer interactions and tasks simultaneously.
  • Familiarity with relevant software applications, databases, and tools for managing customer interactions and inquiries.
  • Ability to quickly adapt to changing processes, products, and procedures in a fast-paced environment.
  • Willingness to work collaboratively with colleagues, supervisors, and other departments to resolve customer issues.
  • Effective time management skills to meet service level agreements and prioritize tasks.
  • Able to remain composed and handle challenging or upset customers with patience, empathy, and professionalism.
  • Familiarity with the company's products, services, and policies to provi
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