Customer Experience Representative
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Job Description
Customer Experience Lead at KBS handling B2B customer inquiries and ensuring service quality and efficiency. Engaging with team to assist inquiries, uphold communication standards, and record customer interactions.
Responsibilities:
- Assist customer service call team members daily in responding to customer and vendor inquiries.
- Obtain and evaluate all relevant information to effectively address customer inquiries, comments, or complaints.
- Assess and respond accurately and efficiently to inquiries and escalations meeting departmental goals; properly triage requests based on urgency of issues.
- Maintain detailed records of written and verbal communication.
- Provide detailed and accurate information for quarterly business reviews, executives, and customers.
- Identify, record, and track unresolved complaints, direct outstanding issues to the appropriate resources for resolutions.
Requirements:
- 3+ years’ experience in customer service/ administrative role
- Previously have worked with B2B customers
- Proficient knowledge of Excel – formulas, filtering, sorting, VLOOKUP, Pivot Tables
Benefits:
- Health insurance
- Dental insurance
- Vision insurance
- Prescription drug coverage
- Paid Time Off
- Paid Holidays
- Sick Time
- Life Insurance
- Supplemental Health Insurance (E.G., Accident)
- 401k plan with a match or Non-qualified Deferred Compensation Plan
- Pet Insurance
- Perkspot Discount Program – discounts on travel, gyms, cell phones, restaurants, auto, apparel & electronics
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