The Customer Experience Specialist handles
helping the development of the telemarketing team
as well as interfacing with customers via inbound
calls, outbound calls, or through emails depending
upon situational requirements. This position
provides coaching for CSR’s to ensure KPI’s are
being met as well as providing customer service
support for existing, new, and potential customer
needs.
Essential
Functions/Core Responsibilities
-
Ensure
service delivered to our customers meets Key
Performance Indicators (KPI’s)
-
Coach
and mentor agents; probe for understanding, use
decision-support tools and resources to ensure
departmental goals are met
-
Listen
attentively to agent needs and concerns;
demonstrate empathy while maximizing opportunity
to build rapport with the agents to ensure
departmental goals are being met
-
Maintain basic knowledge
of Solar Works Energy’s products and
services
-
Schedule appointments
for customers with Solar Works Energy
Experts
-
Participate in
activities designed to improve customer
satisfaction and business performance
-
May
offer additional products and/or services
-
Appropriately notating
accounts as required
-
May
respond to customer inquiries by sending them
published materials or other relevant
information via email
