Voice of the Customer Specialist

US-TX-Arlington
Requisition ID
2017-30445
Employee Type
Full Time-Regular
Category
Customer Experience / Customer Service

Overview

The Voice of the Customer Specialist will receive and respond to customer alerts based on the Voice of the Customer survey results. This employee has contact with internal and external customers including branch team members and dealers. This position is responsible for providing “Best In Class” service by engaging internal and external customers via multi-channel requests, focusing on brand loyalty and creating an environment that increases overall customer satisfaction and retention.

Responsibilities

JOB DUTIES

  • Excellent oral and written communication skills
  • Excellent customer service skills to resolve customer dissatisfaction and promote brand loyalty
  • Highly skilled at problem solving and providing customer focused solutions
  • Ability to work in a fast paced multi-tasked environment
  • Ability to analyze customer feedback and dashboard statistics to identify trends, issues and drive process improvement
  • Ability to build strong relationships across the business to ensure ongoing support for a positive customer experience
  • Monitor and maintain a closed loop feedback process for the organization to ensure overall customer satisfaction
  • Focused on increasing Customer Loyalty and Retention for the organization

OTHER IMPORTANT DUTIES

  • Complete special projects, as needed.
  • Perform other related duties, as needed.

REPORTING RELATIONSHIP

Direct Reports: None

Reports to: Customer Experience Manager

Qualifications

Knowledge

  • Working knowledge of Internet, PC’s, and web-based security setting
  • Experience with customer service metrics in financial or banking environment desirable.
  • Efficiently perform in a call center productivity measured environment.

Skills

  • Highly skilled at problem solving and providing customer focused solutions
  • Ability to utilize open-ended questioning tactics to maximize information gathering.
  • Excellent communication skills – oral and written
  • Flexibility: work-style preference for fast-paced, changing environment.
  • Passion for providing great service to customers.
  • Ability to multi-task.
  • Experience/Proficiency with PCs and keyboarding.
  • Strong interpersonal and teamwork skills.
  • Sales experience a plus.

Experience

  • 1+ year in customer service environment, preferably in Call Center environment.
  • High school diploma or equivalent required.
  • College degree or equivalent experience.

WORK CONDITIONS

  • Fast paced, ever-changing call center environment with a strong focus on providing quality service to internal/external customers in a team environment.
  • Overtime as required

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