The Customer Experience Specialist is responsible for providing outstanding customer service by handling inquiries, resolving complaints, and managing invoice disputes efficiently and effectively. This role requires a proactive approach to improving customer satisfaction and enhancing the overall customer experience. The ideal candidate is a problem solver with strong communication skills and a passion for delivering excellent service. Key Responsibilities: Customer Interaction:
Respond with urgency to customer inquiries via phone, email, and chat.
Provide accurate information regarding services, and policies.
Address and resolve customer concerns in a professional and courteous manner.
Invoice Dispute Management:
Investigate and resolve invoice disputes by working closely with customers and internal departments.
Ensure timely and accurate resolution of billing issues.
Communicate effectively with customers to explain resolutions and actions taken.
Continuous Improvement:
Identify opportunities for process improvements to enhance the customer experience.
Collaborate with cross-functional teams to implement improvements and monitor their effectiveness.
Participate in regular training and development sessions to stay updated on industry best practices and company policies.
Documentation and Reporting:
Maintain detailed and accurate records of customer interactions and resolutions.
Prepare and present reports on customer service metrics, including dispute resolution and customer feedback.
Provide insights and recommendations based on customer feedback to drive service enhancements.
Customer Relationship Management:
Build and maintain strong relationships with both internal and external customers to foster trust, credibility, and respect (TCR).
Proactively reach out to internal customers to ensure their satisfaction and address any potential issues.
Act as a customer advocate within the company, ensuring their needs and expectations are met.
Skills Communication, Consultations, Contracts, Creating Rapport, Customer Satisfaction, Dealing with Objections or Rejection, Diligence, Engagement, Initiative, Monetary Exchange, Negotiation, Networking, Customer Setup, Persuasion, Presentations, Recordkeeping, Phone Etiquette, AI Familiarity Competencies Accountability, Written and Oral Communication, Customer/Quality Focus, Drive for Results, Follow-up, Interpersonal Skills, Problem Solving, Professionalism, Time Management.