Customer Experience Specialist

Summary: 

As a Customer Experience Specialist, you will play a crucial role in ensuring a seamless experience for our customers. You will address system performance and maintenance inquiries, handle incoming and outbound calls professionally, and adhere to regulatory and company policies. Your primary focus will be on delivering a consistent and high level of service, meeting revenue targets, and achieving call objectives.

Essential Job Functions

• Answer questions regarding PosiGen contractual obligations, system performance, and maintenance.
• Receive incoming and outbound calls to customers.
• Comply with regulatory and Company policies at all times.
• Deliver a consistent and professional level of service at all times.
• Achieve set revenue targets and call objectives.
• Handle each call promptly and accurately, updating records accordingly.
• Input customer-related data accurately and efficiently.
• Ensure customer concerns are correctly actioned, and all cross-functional teams are notified.
• Explain the terms of the lease as appropriate.
• Complete any administrative tasks as required for the efficient running of the department.
• Follow strict company policies and procedures at all times, ensuring that all requirements are met.
• Additional duties are required as needed.

Competencies

• Able to work independently and prioritize workload.
• Persuasive, persistent, and self-motivated.
• Able to show empathy, assertiveness, tact, and resilience.
• Can relate to people from a variety of different backgrounds.
• Ability to handle 30+ inbound/outbound phone calls and emails daily.
• Ability to accurately type 45 words/minute.
• Ability to adapt to a fast-paced, changing environment.
• Ability to communicate effectively over the phone and email.

Core Competencies

• Commitment to Excellence – Identify what needs to be accomplished and take action to achieve a standard of excellence beyond job expectations.
• Corporate Values – Understand, embrace, and integrate PosiGen’s corporate values into everyday duties and responsibilities.
• Customer Service - Identify and respond to current and future needs by providing excellent service to internal customers (employees)
• Safety and Security – Promote a safe work environment for employees 
• Teamwork – Resourceful team player who builds, strengthens, and maintains collaborative relationships with others inside or outside the organization

Education/Experience

• Two years of customer service experience
• Salesforce experience is a plus
• Bilingual in Spanish preferred
• Proficiency with Google Workspace is preferred
• Excellent written and verbal communication skills required
• Excellent customer service experience and skills are required

Physical Demands
The physical requirements outlined are essential for performing the core duties of this role.

• Primary responsibilities involve regular speaking, listening, standing, walking, using hands to handle or feel objects, and reaching with arms.
• Occasionally, the role may require sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
• Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments.

EEO Statement

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status, or any other factor protected by applicable federal, state, or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act to participate in the search process should notify the Office of Human Resources.