Customer Experience Coordinator

SUMMARY: The Customer Experience Coordinator is responsible for performing a range of customer service-oriented telephone, email, and web support activities. Strong customer service skills are essential to proving a high level of support through various customer touchpoints. The Customer Experience Coordinator ensures customer satisfaction by providing quality service, identifying customer needs, and assisting with issues/concerns related to their RV needs. In this critical role, you will be part of a work environment focused on superior service.

Note: This is a fully onsite position. Schedule is Wednesday, Thursday, Friday, Saturday 10:30 AM - 7:00 PM, Sunday 11:00 AM to 7:00 PM. We also have an 11:00 AM to 8:00 PM schedule available.

ESSENTIAL JOB FUNCTIONS:

• Provide exceptional customer service via telephone or other media

• Manage a high volume of inbound calls while meeting and exceeding performance standards of abandon, average speed of answer, and other call metrics

• Use excellent hearing and listing skills to receive detailed information

• Follow communication “scripts” when handling different topics

• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives including placing calls back as required

• Resolves problems by clarifying issues, researching, and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems

• Ability to multi-task; simultaneously think, talk, and type accurately

• Maintain company databases by entering and verifying information

• Simultaneously use multiple computer applications to enter the required information

• Identified trends affecting our customers and escalate to management

• Frequently attend educational seminars to improve knowledge and performance level

• Enhances organization's reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments.

• Perform other duties as assigned

QUALIFICATIONS AND EXPERIENCE:

• Previous experience in a customer support role

• Adaptability and flexibility

• Active listening skills

• Ability to speak, read, write, and comprehend English

• Must have excellent customer service and communication skills, both written and verbal

• Customer focus and adaptability to different personality types with a patient and empathetic attitude

• Ability to multi-task, set priorities, and manage time effectively

• High school diploma or equivalent