Customer Experience Representative (Onsite)

Job SummaryThe Customer Experience Representative serves as a key liaison between customers and partners, providing timely assistance, answering questions, and resolving issues in a fast-paced, customer-focused environment. The Customer Experience Representative collaborates with insurance companies and independent adjusters to ensure accurate data collection. This role is centered on delivering personalized solutions tailored to each customer's unique situation, always prioritizing their needs throughout the process.Key Responsibilities Responds efficiently and accurately via phone, email and CX chat groups to customer inquiries, providing solutions and ensuring that they feel supported and valuedHandles high volumes of inbound and outbound customer calls related to but not limited to building material testing status and results, providing first-call resolution and customer satisfactionResolves customer issues and complaints effectively and efficiently to ensure contractual service levels (SLAs) are metMaintains accurate records of customer interactions and transactionsRecognizes both basic and advanced problems, conducts research, provides resolution and follows up with customers in a timely manner to ensure an outstanding experienceHelps customers use, understand, and get the most out of itel’s products and servicesEscalates any concerns as applicable to the appropriate resource or managerDocuments customer interactions and notifies management of any emerging trendsPromotes a positive and productive environment, supporting teamwork and communication