Customer Experience Specialist (Remote)

As the largest privately held service provider in our industry, Thomas & Company provides our clients with unmatched unemployment cost control, employment verification and tax credit services.

The job of Customer Experience Specialist is to support the verifications line of business by answering all customer inquiries via phone, chat, and email while assisting clients with their needs related to T&C. This includes fielding inquiries for the UCM line of business and directing callers to the appropriate resource. Answer chat inquires, log calls, handle complaints, troubleshoot problems and provide directions, and send post call follow up.

Essential Duties And Responsibilities

• Identify and escalate priority issues to management, while maintaining a professional demeanor at all times with inbound callers
• Manage high volume of inbound calls, chats, and emails with efficiency and accuracy
• Follow Call Center "Procedures" while meeting or exceeding productivity and quality metrics
• Other duties as assigned
• Support verifications line of business with tasks as identified by management including but not limited to indexing, routing, completing, and/or returning verifications.
• Identify caller's needs, clarify information, and direct the caller providing a solution and or resolution, including follow up as needed

Requirements And Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions
• 1-2 years' experience in a Call Center role
• Equivalent combination of education and experience will be considered
• Customer service chat experience is a plus
• Proven track record of taking high volume calls daily
• High School Diploma or Equivalent

Special Considerations and Prerequisites

• Agile and able to adapt to changes in processes, policies, and tools used
• Notice even the smallest trends and pain points in our work, then brainstorm solutions to improve each customer's experience
• Must be flexible with a "can do" attitude and a willingness to assist with varying tasks to support the business needs as they arise.
• Empathetic and able to adapt your communication style to best suit your audience
• Able to think outside the box and solve problems creatively
• Use Zoom to interact with your teammates, management, and other departments
• A thoughtful/professional communicator (both online and offline) who understands the importance of tone
• Must be proficient in MS Word, MS Excel, Outlook, I Zendesk experience is a plus!
• Punctual and maintain excellent attendance and adherence to schedule including scheduled breaks
• Able to handle sensitive and confidential information appropriately
• Hold conversations, not interactions. We know how great our team is and we want our clients to know as well
• Ability to deal with stressful situations to achieve desired business results
• Able to take initiative and work independently with little supervision
• Excited to be the face of T&C and build strong customer relationships
• Become an expert in all things verifications, as well as T&C company processes and policies. The better we know ourselves, the better we can build top notch customer relationships
• A well-rounded team player who takes ownership of your work
• Deliver above-and-beyond customer service across all support channels with professional communication and a brand ambassador mindset.
• Highly organized and attentive to detail

not open to outside recruiting firms