Customer Experience Representative

Classification: Support Staff

Exemption Status/Test: Non-exempt

Job Grade: 4

Department: Customer Experience

Reports To: Supervisor, Customer Experience

Job Goal:

To deliver exceptional service and support by actively listening to customer needs, resolving inquiries efficiently, and ensuring a positive, personalized experience that builds trust and promotes loyalty - while aligning with the organization’s values, service standards, and performance goals.

Qualifications:

Education:

High school diploma or GED

Experience:

• Four years of experience in a customer service environment with direct customer contact, including phone, email and face-to-face interactions
• Experienced in leading customer service initiatives

Special Knowledge and Skills:

• Excellent interpersonal, communication, problem-solving, and customer service skills
• Strong proficiency in the use of the Microsoft Office suite of products, including Word, Outlook, and Excel
• Ability to learn quickly and utilize Region 4’s new CRM system (PACE/eps)
• Skill in reviewing, comparing, and interpreting data to assist in problem-solving and troubleshooting discrepancies in records and reports
• Ability to work across multiple teams with tight timelines to achieve success
• Ability to maintain a composed, positive, and empathetic demeanor
• Ability to prioritize multiple tasks, projects, ad-hoc requests, and deliver results by completing customer requests in a timely fashion
• High attention to detail
• Demonstrates patience, active listening, and professionalism, even under pressure or in challenging interactions.

Major Responsibilities:

• Assist internal and external customers by responding to phone calls, e-mails, and in-person inquiries in a positive professional manner with minimal errors.
• Provide support by accurately entering and managing data in applications, reports, or in response to customer requests.
• Resolve service problems by clarifying the customer issue, determining the cause of the problem, selecting and explaining the best solution, expediting assistance or adjustment, and following up to ensure resolution.
• Communicate and escalate problems and workflow issues in a timely manner to promote a customer-focused, positive, and cooperative work environment.
• Collaborate with team members to improve and develop processes designed to increase efficiency and effectiveness.
• Provide feedback and firsthand knowledge in expanding customer service FAQs and SOPs.
• Provide assistance as needed to Region 4 professional staff.
• Establish key departmental contacts for accurate referral of internal and external customer calls.
• Provide face-to-face service to customers entering McKinney Conference Center as needed.
• Maintain high satisfaction by providing timely assistance, fostering positive relationships, and continuously seeking opportunities to improve the customer journey across all touchpoints.
• Uphold a positive and solution-oriented tone in all interactions to enhance customer satisfaction and trust.
• Monitor and meet individual performance goals related to response time, resolution rate, and satisfaction scores.
• Maintain accurate documentation of customer interactions and feedback in the designated CRM system.
• Collaborate with internal departments to resolve issues and improve customer-facing processes.
• Educate customers about products, services, policies, and available resources.

Supervisory Responsibilities:

None

Physical Demands/Environmental Factors/ Mental Demands:

Frequent use of standard office equipment; prolonged sitting; occasional bending/stooping, pushing/pulling, and twisting; repetitive hand motions (keyboarding and use of mouse); occasional light lifting and carrying (less than 15 pounds); may work prolonged and irregular hours; work with frequent interruptions; maintain emotional control under pressure.