Customer Experience Representative

Job description

Objectives: Regularly and confidently manage a large volume of inbound and outbound communication, via ZenDesk, with comprehensive knowledge, compassion, and efficiency Identify and address customer and client needs, with a goal of total satisfaction in the least amount of time Meet customer experience department targets, both individually and as a team Follow company and team guidelines and procedures for communications with minimal supervision, effectively taking ownership of your role Take the initiative to recommend improvements to company processes for efficiency, or share new ideas, leaving your paw-print on our growing company Provide cross-departmental support through special projects, as needed, with little impact on your existing duties in CX Essential Job Functions: Performing repetitive tasks on a computer while in a stationary position for long periods. Efficiently manage a high volume of inbound and outbound communications through ZenDesk, leveraging a robust knowledge base. Team coverage varies individually within the hours of 6 AM to 10 PM EST. Meet individual and team performance targets by achieving key productivity and quality KPIs. Contribute to a collaborative team by sharing ideas and process improvements, while working in a hybrid environment that requires being in the office 3 days a week. Regular attendance at in-office team meetings and training sessions is a component of the hybrid work model. Responsibilities: Set a positive example for all team members of commitment, customer experience activities, work ethics and habits, and positive personal character Respond quickly, professionally, and accurately to customer and client inquiries regarding a wide range of questions and concerns Engage with external customers and clients and internal team members in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships; including escalated conversations and situations Participate in special projects as reasonably required in your role Contribute towards and participate in plans for team activities/meetings to create a positive work environment Show leadership and take ownership of responsibilities in your role to help move the team forward, collectively Qualifications: Excellent communication skills, including active listening and clear, professional articulation Quick learner of software platforms and programs; flexibility to shift protocols as required in a dynamic customer- and client-responsive environment Detail-oriented work ethic with strong time management skills; able to multitask, manage time, and prioritize projects successfully with little impact on qualitative and quantitative markers Positive growth mindset with the ability to solve problems in a fast-paced, dynamic environment; alleviate and de-escalate conflicts, and escalate tactfully as needed Ability to succeed individually and as a team member Positive and compassionate with the ability to have fun and connect on the team! Experience with customer service or public relations - 1-year minimum is preferred but not required Experience with Google Suite Project management experience is preferred but not required Preferred: Familiar with HubSpot or a similar CRM, Zoom, Slack, and other workflow or learning management tools. About PetScreening Our Vision: PetScreening strives to be the global leader for pet screening and animal validation. We want to make the world more pet inclusive no matter where you live, work, play, or stay. Our Mission: PetScreening advocates responsible pet ownership and helps validate legitimate assistance animal accommodation requests. What We Do: PetScreening™ is the fastest growing pet-property tech SaaS company. We help property managers and housing providers manage residents' pets and assistance animals (service animals/emotional support animals/companion animals/etc.). Our proprietary screening platform adds an additional layer of liability protection by having a standardized process when dealing with household pets and assistance animals. Our Culture: PetScreening has a pet-friendly office located in the heart of the Merino Mill in Mooresville, NC (Lake Norman area). Our large office provides space for independent, team, and large group collaboration within several different types of work spaces. Our casual office environment encourages our employees to bring their pets to work. We offer a hybrid schedule, which includes select optional remote work days allowing our employees to work hard while having fun. Benefits Offered: Medical/Dental/Vision/HSA benefits offered after 30 days of employment. Company sponsored Life Insurance and Short Term Disability. Optional Life Insurance and Long Term Disability Plans. 401(k) with 3% match regardless of employee contribution. Quarterly open enrollment. Paid time off accrual beginning first day of employment Paid holidays Optional remote work days Paid Family/Military/Bereavement leave Pet friendly office Become a member of the PACK!