Customer Experience Representative

Summary

Join a dynamic company that transforms cherished memories into keepsakes. As a Customer Experience Agent, you will manage customer inquiries across various channels, ensuring exceptional service and product knowledge. You will actively listen to customer needs, offer solutions, and meet sales quotas. This role demands strong communication, multitasking, and problem-solving skills. The position offers a competitive salary, work-from-home flexibility, and additional perks. It's a full-time, long-term independent contractor position with immediate availability.

Requirements

• High school diploma or equivalency
• Fluency in English
• Ability to handle multiple phone calls, emails, and live chats
• Able to show a high level of integrity and ownership in all areas of responsibility
• Must have the ability to learn and adapt to new information quickly
• Be knowledgeable about our products, emphasize the features, and answer questions
• Use interpersonal skills to work with a wide variety of people each day, build relationships, and network
• Highly organized
• Strong attention to detail
• Strong time management skills
• Strong communication skills, both written and verbal
• Strong active listening skills
• Possess a patient and empathetic attitude when interacting with customers
• Possess a “can-do” attitude when approaching all tasks
• Ability to multitask
• Able to work in a fast-paced environment

Responsibilities

• Manage inbound and outbound customer inquiries via email, chat, text, and phone
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Identify customers’ “true” needs, clarify information, research issues, and provide solutions or alternatives
• Offer support and solutions to customers in accordance with the Company’s customer service policies
• Meet sales quotas by following up on leads, conducting cold calls, and maintaining contact lists to develop positive customer relationships
• Seize opportunities to upsell products when they arise
• Maintain relationships with customers or business partners to inform them of new products, services, discounts, etc
• Clearly convey the benefits of a product to potential and existing customers, listen to their concerns, and be able to address their needs
• Negotiate prices and terms and prepare sales agreements
• Assist customers in processing payments for products or services over the phone or administer refunds
• Collaborate with management teams to stay updated on new products, services, and policies
• Record customer information within the customer service database
• Keep records of all customer interactions in the call center database
• Meet personal/team qualitative and quantitative targets
• Meet performance, attendance, and quality standards and expectations

Benefits

• Competitive Salary
• This is a full-time, long-term position
• The position is immediately available and requires entering into an independent contractor agreement with TLNT
• Work from home
• Monday - Friday, 9:00 am to 5:30 pm - EST
• Additional perks