The Customer Experience Agent is an integral part of the Call Centre team within the Communication Solutions business.
•This position is the primary interface with the customers on a daily basis.
•This position will be responsible for professionally answering multiple call types, providing a superior level of customer service and responding effectively and thoroughly to a wide variety of customer issues.
•This position is primarily responsible for handling calls and professionally completing the call by responding to the client using the scripted responses.
•Client calls may involve both routine and some non-routine customer and telephone answering service calls
•Client calls will include businesses with multiple locations, service specialties and call structures, product support, customer retention and advanced non for profit and commercial businesses.
•Other client support will be added as needed Most client calls that will involve researching and gathering of information and independent judgment is often needed to determine level of urgency and appropriate response
•Intermediate to advanced technical skills and may operate multiple remote systems or software simultaneously
•May be assigned to a dedicated client for specialized training and support
•Ability to provide occasional outgoing call sales support as needed
•Participates in training and team meetings as required
•Reports to Supervisor, Customer Experience