Customer Experience Associate II

Job Track Description:

• Performs business support or technical work, using data organizing and coordination skills.


• Performs tasks based on established procedures.


• In some areas, requires vocational training, certifications, licensures, or equivalent experience.

General Profile

• Expands skills within an analytical or operational process.


• Maintains appropriate licenses, training, and certifications.


• Applies experience and skills to complete assigned work.


• Works within established procedures and practices.


• Works with a moderate degree of supervision.

Functional Knowledge

• Has developed skillset in a range of processes, procedures, and systems.

Business Expertise

• Supports the achievement of company goals by integrating teams for the best outcome.

Impact

• Impacts a team through quality of services and information provided.


• Follows standardized procedures and practices and receives moderate supervision and guidance.

Leadership

• Has no supervisory responsibilities.


• Manages own workload.

Problem Solving

• Ability to problem solve, self-guided.


• Evaluates issues and solutions to provide the best outcome for the client and end-users.

Interpersonal Skills

• Exchanges information and ideas effectively.

Responsibility Statements

• Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.


• Identifies customer needs by referring to case notes and examining each as a specific case.


• Performs routine call center activities concerning business products and services.


• Uses standard scripts and established guidelines and under supervision, to meet SLAs.


• Provides customers with information that is specialized and communicated in a warm empathetic manner.


• Gathers all necessary information to update the database.


• Escalates issues to senior levels, based on complaints or concerns.


• Explains company policies to customers.


• Performs other duties as assigned.


• Complies with all policies and standards.