Client Experience Specialist
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Job Description
Client Experience Specialist providing support for U.S. customers. Assisting users and resolving inquiries remotely while handling various operational tasks.
Responsibilities:
- Assists users with support related issues, including new order entry, researching new tickets, order quotes, updating/canceling orders; refers more complicated issues to appropriate staff using Zendesk, email, group email, and phone
- Handles support ticket inquiries from clients and vendors on a variety of operational topics and questions
- Communicate regularly with other members of the support team to discuss recurring problems and to share solutions and best practices
- Performs other related duties as assigned
- Answer incoming client calls and appropriately resolve or escalate
Requirements:
- At least 3 years in a customer service/call center or related role
- At least 1 year of experience using Zendesk or equivalent ticketing system
- High School or GED
- Extremely preferred to have worked in the title industry and be familiar with terminology such as municipal lien searches, estoppels, surveys, release tracking, etc.
- Critical Thinking / problem solving
- Excellent time management
- Proven technical skills
- Excellent and precise data entry and typing skills
- Excellent verbal and written communication skills
- Proficient in Google, Adobe, and other related computer software
- Good organizational skills and attention to detail
- Ability to keep the information confidential
- Ability to work independently
- Friendly and helpful demeanor
- Computer Savvy
Benefits:
- Multiple health, dental & vision insurance plans to choose from
- FREE Employer-Paid Life Insurance, optional voluntary life for spouse, children, family
- FREE Employer-Paid STD
- Other voluntary options include: LTD, AD&D, Critical Illness, and other supplemental options
- Employee Assistance Program
- 401(k) match program
- Minimum 15 PTO days (prorated based on first year's start date), then more for each year of service
- 8 paid holidays
- Equal Employment: It is the established policy of the Company, to provide equal employment opportunities to all qualified persons and to administer all aspects and conditions of employment without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical or mental disability, medical condition, marital status, ethnicity, genetics, alienage or any other protected classification, in accordance with applicable federal, state, and local laws.
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