Position Overview
The Customer Experience Specialist I provides assistance to members regarding the Company’s products and services by following established procedures or referring calls to the appropriate staff. This position is the first of four tiers in the Customer Experience Department.
The Customer Experience Specialist I position performs individual tasks in accordance with specific instructions, rules and procedures and exercises judgment within the constraints of accepted principles and practices.
What you can expect from Pioneer:
Individually and as a company, our employees take pride in working hard for the people whom we have the honor and privilege to serve. We are proud to play a role in helping make each of our communities a better place to live and work.
We love what we do and will provide you with support, every step of your career. Pioneer offers an insurance package which provides employer-paid health coverage for the family and a generous retirement program. Taking care of you is important to us!
Since our founding over 75 years ago, Pioneer Connect has been overcoming barriers and thinking creatively to bring our customers the best possible services at an affordable price.
If this is of interest to you, read on for the full job description!
Essential Duties and Responsibilities
Customer Service-90%
- Learns and becomes familiar with Company products, services, and systems. Responsible for staying up to date on information and product updates.
- Under direction, provides members with assistance with their product and service questions by following established procedures.
- Under direction, assists members with general billing questions and accurately processes payments, including cash and point-of-sale.
- Under direction, resolves product or service problems by clarifying the member’s complaint, determining the cause of the problem, and selecting and explaining the best solution to solve the problem. Escalates the problem to the Customer Experience Manager or other representatives as needed.
- Responsible for establishing and maintaining positive relationships using a warm tone with members through various methods, including email, chat, phone and in-person.
- Under direction, initiates follow-up calls and member inquiries to ensure expectations have been met.
- Answers incoming telephone calls and directs calls to the appropriate party.
- Under direction, initiates, and closes service orders to provide members with services in a timely manner. Ensures information is accurate and complete. May work closely with personnel from other departments to accomplish completion of work orders.
- Responsible for accurately using various systems and programs to perform customer service duties, such as, billing software, online chat and other company wide programs.
Administration- 10%
- Corresponds with members regarding account changes.
- Performs company mail functions as needed.
Other Duties and Responsibilities
- Knows, understands, and stays up to date with the Company’s products and services in order to assist customers with questions on how to use, and encourages adoption, of products and services.
- Actively participates in the performance management process which includes goal setting and identifying opportunities to learn, develop and/or improve skills.
- Proactively follows through on meeting performance objectives and expectations.
Required Knowledge, Skills and Abilities
- Requires a high school diploma or GED.
- Requires computer and data entry skills.
- Must have the ability to maintain good working relations with other departments and outside agencies.
- Must have the ability to learn time management and organizational skills and the ability to multi-task with frequent interruptions.
- Possess communication, teamwork, problem-solving, and interpersonal skills.
- Must demonstrate initiative and attention to detail and possess the ability to analyze facts and make recommendations.
- Requires the ability to work overtime on occasion.
Preferred Qualifications
- 2+ years of previous customer service experience.
- Knowledge of MS Office 365.
- Call center and/or office work experience
- Experience operation multi-line phone system
- Ability to multitask
- Attention to detail
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to operate a phone and keyboard; reach with hands and arms; and talk and hear. The employee is required to stand, walk, and bend.
Specific vision abilities required by this job include close vision and the ability to adjust focus.
- Lifting
- Carrying
- Pulling
- Pushing
- Reaching
- Keying/typing
Lifting and frequency required by the job:
- Less than 1 lb. – more than 70%
- Between 1 & 5 lbs. – less than 15%
- Between 5 & 25 lbs. - less than 15%
- Between 25 & 60 lbs. - less than 15%
- More than 60 lbs. - less than 15%
Work Environment
The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The job is typically performed indoors under comfortable working conditions; any disagreeable elements are generally absent during normal performance of job.
Attendance
Regular and reliable attendance is required.
Background
Must be able to successfully pass criminal history check, MVR, and drug testing
Safety
This position requires the ability to support a safe work environment by performing duties in accordance with acceptable, safe work procedures. This includes but is not limited to: reporting all incidents and accidents to your supervisor immediately but no later than within 24 hours; maintaining the work area in a safe and healthful condition; reporting, and whenever possible correcting, unsafe working conditions; operating vehicles while in the course of employment in a safe and lawful manner; and providing assistance to reduce or eliminate workplace hazards.
Pioneer Connect is an Equal Opportunity Employer.
Job Type: Full-time
Pay: $21.00 - $26.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
- Work from home
Work Location: In person
