Job Description
Customer Experience Associate (Remote)
Job Category: Customer Service
Full-Time
Locations
Remote-US
Remote, USA
Consumer Safety Technology (CST) and our family of brands have helped millions of individuals to live and drive responsibly. We provide products and services to consumers and program monitoring authorities to effectively deter impaired driving and support individuals as they navigate the license restoration process. We are the largest provider of Ignition Interlock Devices (IIDs) in the United States and the only company working to assist individuals in successfully navigating the often daunting DUI process.
Job Purpose:
A Customer Experience Specialist is responsible for handling a variety of inbound customer interactions to assist our current customers with questions related to their Intoxalock ignition interlock device. The key objective in this role is one call resolution and educating our customers on regulations pertaining to their IID requirements/needs.
Duties and Responsibilities:
1. Effectively manage large amounts of incoming customer interactions.
2. Identify and assess customers’ needs to achieve satisfaction.
3. Reliably adhere to assigned schedules with punctuality.
4. Ability to type and talk at the same time in a fast-paced environment.
5. Provide accurate, valid, and complete information by using the right methods/tools.
6. Process customer payments as required.
7. Handle customer complaints; provide appropriate solutions and alternatives within the employee’s abilities.
8. Keep accurate records of customer interactions.
9. Follow communication procedures, guidelines, and policies.
10. Ensure customers have the best possible experience.
11. Upsell latest products or services.
12. All other duties as assigned.
Job Requirements:
1. Open availability to work an 8 hour shift, including nights and some weekends
2. High School diploma or GED preferred.
3. Customer service experience; escalations experience preferred.
4. Successfully pass all assessments throughout the training period with any ongoing training.
5. Maintain quality, expediency, performance targets and good attendance.
6. A strong sense of accountability and work ethic with the ability to manage work independently.
7. Superior judgement and critical thinking skills to make a well evaluated decision regarding state regulations and company operating procedures.
8. Excellent oral and written communication skills.
9. Strong computer skills.
10. Positive, resilient, consistent, customer-centric attitude.
11. Patient, team-oriented demeanor.
12. 2+ years of call center or help desk environment preferred.