Customer Experience Representative (Onsite)
On-siteJacksonville, Florida, United States
Job Summary
Respond to customer inquiries via phone, email, and chat groups while handling high volumes of inbound and outbound calls regarding building material testing status. Resolve issues and complaints effectively to meet service level agreements, conducting research and follow-ups to ensure first-call resolution. Collaborate with insurance companies and adjusters to deliver personalized solutions, maintain accurate interaction records, and escalate concerns to appropriate resources. Document emerging trends and assist customers in utilizing itel's products and services. Requires valid driver's license, ability to lift 15 pounds, and proficiency in Microsoft Office.
Required Qualifications
- High school diploma or equivalent
- At least one (1) year of customer service experience
- Organized and detail oriented
- Ability to remain composed and professional in a fast-paced environment
- Strong time management and decision-making skills
- Flexible and dependable team player
- Excellent verbal and written communication skills
- Proficient with Microsoft Office Suite or related software
- Valid driver license with proof of insurance
- Must be able to lift up to fifteen (15) pounds
- Must be available for onsite work in Jacksonville, FL
Desired Qualifications
- Bachelor's degree
- Experience with Salesforce, Genesys and Chat platforms
- Proficient in English and Spanish
- Proficient in at least 60 WPM
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