Customer Experience Associate II

Job Track Description:

- Performs business support or technical work, using data organizing and coordination skills.

- Performs tasks based on established procedures.

- In some areas, requires vocational training, certifications, licensures, or equivalent experience.

General Profile

- Expands skills within an analytical or operational process.

- Maintains appropriate licenses, training, and certifications.

- Applies experience and skills to complete assigned work.

- Works within established procedures and practices.

- Works with a moderate degree of supervision.

Functional Knowledge
- Has developed skillset in a range of processes, procedures, and systems.

Business Expertise
- Supports the achievement of company goals by integrating teams for the best outcome.

Impact

- Impacts a team through quality of services and information provided.

- Follows standardized procedures and practices and receives moderate supervision and guidance.

Leadership

- Has no supervisory responsibilities.

- Manages own workload.

Problem Solving

- Ability to problem solve, self-guided.

- Evaluates issues and solutions to provide the best outcome for the client and end-users.

Interpersonal Skills
- Exchanges information and ideas effectively.

Responsibility Statements

- Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.

- Identifies customer needs by referring to case notes and examining each as a specific case.

- Performs routine call center activities concerning business products and services.

- Uses standard scripts and established guidelines and under supervision, to meet SLAs.

- Provides customers with information that is specialized and communicated in a warm empathetic manner.

- Gathers all necessary information to update the database.

- Escalates issues to senior levels, based on complaints or concerns.

- Explains company policies to customers.

- Performs other duties as assigned.

- Complies with all policies and standards.

Originally posted on Himalayas