Salary: commensurate with experience (please send salary requirements along with application)
The Customer Experience Executive is responsible for managing customer support requests, resolving them, and improving the customer experience using the information gained from that experience.
The successful candidate will help increase the numbers of users applying our Best practices, and ensure that our retention remains high.
The candidate will know how to engage directly with our outside customers (insurance company claims personnel and law firm attorneys and staff), as well as our internal teams. Previous experience in property insurance is a plus but not a requirement as the higher priority is demonstrated success in reaching sales and revenue goals.
Under general supervision, the Technical Customer Experience/Customer Support Executive will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions.
Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues.
Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required.
Duties and Tasks/Essential Functions:
Deliver service and support to end-users using and operating our insurance claims litigation software, via remote connection or over the Internet;
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;
Research required information using available resources;
Follow standard processes and procedures;
Identify and escalate priority issues per Client specifications;
Redirect problems to appropriate resource;
Accurately process call transactions using a computer and designated tracking software;
Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
Organize ideas and communicate oral messages appropriate to listeners and situations;
Follow up and make scheduled call backs to customers where necessary;
Stay current with system information, changes and updates
Skill and Knowledge Qualifications:
Proper phone etiquette;
Ability to speak and write clearly and accurately;
Demonstrated proficiency in typing and grammar;
Knowledge of relevant software computer applications and equipment;
Knowledge of customer service principles and practices;
Effective listening skills;
Willingness to cooperate with others and work to the greater good;
Exemplary attendance and punctuality
Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
Focuses and guides self and team members in accomplishing work objectives.
Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.