Looks to be location specific but is remote.
What You’ll Be Doing
The Digital Engagement Specialist (DES) must possess the skills to answer inbound chats, emails, and/or correspondence from customers and properly address inquiries.
The DES will deliver and foster a premier level of service for our client’s customers based on trust and respect. The DES must have a genuine passion for assisting customers in a positive manner and handling their concerns/inquiries with a high degree of care and competence.
The DES is an innovative initial contact point for customers. The DES provides an accurate and timely response to customer inquiries using the flow of an instant message conversation in real-time. The DES will help identify process improvement recommendations that drive customer satisfaction and advocacy.
During a Typical Day, You’ll
- Maneuver effortlessly through various digital communication channels (chat, email, and social media) to provide the customer with prompt, courteous, and accurate information including:
- Accurately respond to customer inquiries through instant messaging software
- Utilize available resources to respond to customer inquiries
- Communicate clearly and timely with two customers at a time.
- Correspond with customers via mail, if working the Correspondence contact stream as needed.
- Research and determine appropriate actions based on policies, procedures, dealer/region feedback, and job aids.
- Be responsible for meeting all personal performance objectives including customer satisfaction, efficiency, quality, attendance, and punctuality, and takes individual accountability for meeting these objectives.
- Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill, and expertise. Is consistently courteous with all customers, and keeps all customer commitments.
- Remain knowledgeable and current with all policies, procedures, processes, and changes. Continuously improves customer handling skills, process knowledge, and company and product information.
- Actively participate in team meetings, share knowledge, and recommendations with supervisor and team members. Participates in coaching and training opportunities, retaining and applying learning.
- Adhere to and support all Percepta and Client ISO, Quality Systems, and Q1 initiatives.
- Complete additional tasks/projects as needed.
- Maintain professional working relationships