Customer Experience Specialist

OpenWorks - Phoenix, AZ

Full-time - Entry Level

Phoenix, AZ

Administrative and Support Services

About the position

We are hiring a Customer Experience Specialist who will be responsible for providing exceptional customer service and resolving customer issues. The role involves responding to inbound phone and email inquiries, making outbound calls to assess service quality, and managing a portfolio of accounts to ensure contract renewals and terminations meet company KPIs. The specialist will also actively pursue contract increases and upsells to enhance the customer experience.

Responsibilities

• Respond to inbound phone and email inquiries, using resources to effectively identify, resolve, and escalate customer needs as appropriate.
• Make outbound calls and inquiries to assess the quality of service our customers are receiving, and if quality of service is not spectacular, leverage available resources to turn the customer into an Open Works advocate.
• Keep customers informed throughout the ongoing status of any ongoing/current issues they may be experiencing.
• Manage portfolio of accounts to assure contract renewals and terminations remain under company KPI's.
• Actively pursue contract increases and upsells to create a better customer experience.

Requirements

• Strong Communication skills
• Committed to providing excellent customer service.
• 1+ year(s) in a contact center environment
• 1+ year(s) experience working with a CRM system.
• Ability to type over 25 WPM.
• Proficient in Microsoft Office Suite.
• High school or GED required.

Benefits

• Competitive base pay + bonus incentives
• Opportunity to win Annual President's Club Trip
• Company issued laptop
• 401k retirement savings plan with generous company match
• Comprehensive medical, dental, vision, disability, and life insurance
• Paid time off, paid holidays and paid volunteer time off (16 hours/yr)