Customer Experience Representative

As a Customer Experience Representative, you are part of a team supporting and serving our customers and clients through inbound and outbound calls. You will expected to demonstrate a resourceful and quick thinking mindset that will assist with callers and answer questions in a concise manner as well as providing an exceptional, committed, customer experience to our users through phone, email and chat support.

Essential Duties and Responsibilities

• Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience
• Strive for the first-contact resolution with each interaction
• Take ownership and tackle potentially complex and heightened user concerns with a positive and supportive attitude while making decisions and judgments to appropriately resolve those situations
• Collaborate with other team members to ensure consistent and seamless services while also exercising time management and task prioritization
• Works with team leaders to identify opportunities to improve processes, products and services
• Update customer information in the system during and after each correspondence
• Answer incoming calls from prospective customers to explain services and products offered, while providing client-solutions handling
• Become proficient with client programs and develop product knowledge
• Record and verify names, addresses, purchases and reactions of prospective customers
• Handles incoming calls (orders, inquiries, complaints, etc.) and directs calls for further problem resolution, if necessary
• Participates in learning opportunities for process improvements, time management and technology skills
• Special Projects and other duties, as needed

Qualifications/Knowledge/Critical Skills

• High School Diploma or GED
• A naturally positive, helpful, and courteous person who likes to assist people with needs
• Demonstrate patience and attentiveness in all communication and interactions
• Works cooperatively with team members to build a strong sense of camaraderie and teamwork
• Exceptional verbal and written communication skills
• Detail-oriented with strong organizational skills
• Ability to think critically and creatively in order to proactively and independently solve problems
• General math skills
• Maintain a positive and professional attitude and outlook with customers and coworkers
• Adhere to attendance and scheduling policies
• Excellent Microsoft Word / Excel / Outlook Software Skills

Physical Demands/Environmental Factors

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms, and talk or hear.
• Occasionally required to stand and walk.
• Must frequently lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, depth perception

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Lakeshore Recycling Systems is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

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