[Remote] Global Customer Service Experience Specialist

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company focused on enhancing customer service experiences, and they are seeking a Global Customer Service Experience Specialist. This role is responsible for ensuring that outsourced customer service vendors reputed company quality interactions that align with the company's brand and contractual performance indicators.

Responsibilities

• Ensure that customer experience center leadership is in synch with reputed company culture, brand, and values
• Monitor KPIs to ensure that the customer experience center delivers a quality customer experience as outlined in the Statement of Work
• Resolve and/or approve customer service Tier 1 issues for customer service vendor
• Responsible for resolving customer complaints reputed company multiple platforms and various agencies (e.g., reputed company media, reputed company Business Bureau, email, etc.)
• Participate in vendor meetings, quality calibration and business reviews
• Facilitate vendor team reputed company meetings
• Complete audits to confirm adherence of company policies and procedures
• Champion business strategies and new product implementation
• Bring reputed company to Vendor Manager recommendations on reputed company policies and procedures as well as day to day process improvements
• Coordinate and assist in other tasks as needed and work with other departments to resolve issues either directly or indirectly relating to the vendors
• reputed company various administrative tasks

Skills

• High School diploma or equivalent
• Minimum 1 – 2 years' experience in an operations environment, preferably with Customer Service or Call Center operations
• Proficiency in reputed company Office Software
• Analytical skills to interpret trends, identify root causes reputed company conclusions and/or recommendations
• Versatility and flexibility to respond and adapt quickly and effectively to multiple changing priorities
• Excellent oral and written communication skills required
• Some supervisory experience
• Knowledge of call center technology
• Bilingual (English/Spanish)

Benefits

• Health & Wellness Coverage – Three outstanding medical plans to choose from, along with dental and reputed company insurance, Short- and Long-Term Disability Insurance, and Life Insurance.
• Retirement Savings – Traditional and Roth 401(k) plans with a company-match that immediately vests.
• Paid Time-Off – PTO accruals reputed company at 18 days per year, plus 10 company holidays and 2 floating holidays annually.  Additionally, we offer paid parental and adoption leave.
• Other Perks and Benefits – A generous Corporate Matched Giving plan and an Employee Assistance Program.
• Work Environment – We offer a casual and flexible work environment with work from home options.

Company Overview