Customer Experience Representative

Job Description

ESSENTIAL FUNCTIONS:

·        Provide a positive first point of contact with customers who may be having an issue.

·        Utilize ticketing and several proprietary software systems.

·        Escalate customer issues appropriately and report emergency situations to management.

·        Handle requests and projects as directed in a timely manner.

·        Update multiple systems with most up-to-date information.

·        Perform Q/A Testing on systems as needed.

·        Work cross-departmentally to streamline processes.

·        Support fueling locations and vendors in alignment with dispatching and troubleshooting protocols.

·        Dispatch maintenance issues using a variety of Standards of Procedures (SOPs) and Service Level Agreements (SLAs) to vendors nationwide.

·        Perform other duties as assigned.

Requirements

STANDARD EXPECTATIONS:

• Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.

• Communicates clearly and effectively in both verbal and written communication.

• Develops constructive and cooperative working relationships with others and maintains them over time.

• Encourages and builds mutual trust, respect and cooperation among team members.

• Maintains regular and predictable attendance.

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS:

·        High school diploma or GED required.

·        1+ years of experience in a customer service role preferred.

·        Proficiency with the Microsoft Office suite: Excel, Word, Outlook, OneDrive, etc.

·        Strong written and verbal communication skills.

·        Strong data entry and reporting capabilities.

·        Accurately type 60 WPM.

·        Strong attention to detail.

·        Availability for flexible scheduling required.

·        Ability to work independently and as part of a team.

·        Standard software troubleshooting capabilities.

·        Strong verbal and written communication skills in English

·        Strong technical acumen in SaaS platforms, with the ability to understand and troubleshoot cloud-based software solutions.

Benefits

Work for a US company!

• Remote

• Competitive Compensation package.

• All additional benefits by Dominican Law (13th Salary, PTO, etc.)

• Complementary Health Insurance.