Overview

Our Customer Experience Professionals will provide an outstanding and differentiating customer experience by understanding and responding appropriately to stated and unstated customer needs. This includes communicating in a professional manner while utilizing all available resources and technology in service to both internal and external customers. The Customer Experience Professional must be a self-starter, able to manage their time effectively and deliver effective, customer-centric support across multiple channels of communication (i.e., phone, email, chat, and text) while supporting all contact center programs.

The individual in this role must be receptive to this feedback and willing to hone skills and enhance performance on a continual basis. This role offers value to the business by providing superior customer service through the Contact Center, enabling the client to offer a truly omnichannel experience to their customers seeking purchases and service.

This position is in a fast-paced Contact Center environment and schedules may include night and/or weekend work.

Responsibilities

• Use available resources and strong judgment to determine the best course of action and/or optimal solution while interacting with customers through any channel by which the customer may choose to engage the client.
• Navigate several computer systems simultaneously and multitasks efficiently in order to accurately input data while gathering necessary information to address customer inquiries.
• Determine and assists with all customer needs (e.g., purchase needs, status inquiries, service needs, feedback on store experience, or general inquiries)
• Provide adequate information and explanation to customers regarding products, offerings, services, pricing information, and all other customer questions.
• Leverage problem solving skills and remains calm under pressure to resolve increasingly.
• Recognize and act on sales opportunities, including following up as necessary to ensure customer needs are met or to provide additional information after researching questions
• Connect on a personal level and show empathy in order to establish rapport and inspire customers in every interaction with a positive attitude, engagement, care, and courtesy
• Serve as a knowledgeable resource to customers through accurate and efficient delivery of information to resolve issues/concerns and help them define product/project needs and desires
• Listen attentively to customers in order to fully understand their needs and the need behind the need, adapting in-the-moment and being resourceful to resolve problems
• Practice continuous learning and self-development by remaining actively engaged in ongoing learning of the client’s business and Contact Center resources in order to effectively carry out activities
• In addition to the above responsibilities, this individual is held accountable for other duties as assigned.

            Required Skills

• Adaptable - Adapting approach and demeanor in real time to match the shifting demands of different situations.
• Resourceful - Securing and deploying resources effectively and efficiently.
• Communicate Effectively - Developing and delivering communications that convey a clear understanding of the unique needs of different audiences
• Make Quality Decisions - Making good and timely decisions that keep work and the organization moving forward.
• Plan and Align - Planning to meet commitments aligned with organizational goals.
• Show Resilience - Rebounding from setbacks and adversity when facing difficult situations.
• Continue Learning - Continuously learn and grow, personally and professionally, to meet individual and organizational goals.
• Deliver Results – Holding oneself and others accountable for delivering results, even through tough circumstances and ongoing change.
• Focus on Customers - Put customers first by delivering SMART customer service. Build strong relationships with all customers, deliver solutions that meet their needs and think of new ways to add more value.
• Show Courage - Stepping up to address difficult issues, make tough decisions and bring things up that need to be resolved without fear or hesitation.
• Take Action - Act quickly and push things forward with a sense of urgency and enthusiasm.

Qualifications

Required:

• A minimum of three (3) CXC passes or equivalent, High School Diploma/GED, or a combination of experience and related skills.
• Minimum 1-year Customer service or sales experience preferred
• Proficiency using basic computer tools and navigating between applications
• Intermediate/advanced knowledge of customer service, reading and writing
• Ability to pass ibex internal assessments

Preferred:

• Contact Center-specific skills training and/or certificate
• Knowledge of the home improvement retail industry