Customer Experience Specialist (No Outbound Calls) Wise, VA at Foundever in Birchleaf, VA
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Job Description
<div> THIS IS A FULL TIME ON-SITE POSITION <br/> <br/> Sykes and Sitel are now Foundever! <br/> <br/> At Foundever, we deliver leading CX solutions to global industry clients, including customer service, technical support, and warranty options. All our calls are inbound calls only - no cold calling! We invest in our people by providing paid training along with growth and development opportunities; for example, 84% of our managers are internal promotions! <br/> <br/> <strong> Responsibilities <br/> <br/> </strong> Handle inbound service calls <br/> <br/> Drive customer satisfaction through voice, chat, and/or email communications <br/> <br/> Navigate through multiple systems and tools <br/> <br/> Ongoing training and skill development <br/> <br/> <strong> Qualifications <br/> <br/> </strong> Strong communication skills, including the ability to navigate between screens while assisting customers <br/> <br/> Problem-solver with a can-do attitude <br/> <br/> Eager to advance your career with a reliable company <br/> <br/> Enjoy working independently and with a team <br/> <br/> <strong> Benefits <br/> <br/> </strong> 100% Paid Professional Training <br/> <br/> Pay: $15/hour to start, with up-skill opportunities up to $17/hour <br/> <br/> Medical, Dental, Vision, and Wellness Benefits <br/> <br/> Employee Assistance Program (EAP) <br/> <br/> 401K retirement plan with company match <br/> <br/> Employee discounts <br/> <br/> Referral bonuses <br/> <br/> Internal Mobility (84% of our managers are promoted within!) <br/> <br/> Role Overview <br/> <br/> The primary function of the role is to be the first point of contact for clients and deliver professional and high-quality customer service. This could include dealing with customers, clients, or third-party contacts and complaints. You will be empowered to take initiative, as well as follow established procedures, processes, and systems to provide a resolution for the customer. <br/> <br/> You’ll Enjoy <br/> <br/> An award-winning culture built on 35+ years of industry-leading experience and a commitment to improving the employee experience. Enjoy working on site! You will thrive using your compassion skills to help customers, while our paid training and benefits help you prioritize your financial, physical, and mental well-being to give you a sense of purpose in your role. <br/> <br/> <strong> About Foundever <br/> <br/> </strong> Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for 750+ of the world’s leading brands, from Fortune 500 companies to local startups. We know every action taken, no matter how small, has a significant impact. Our employees savor the small moments and celebrate the big wins with our clients and with each other. Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines innovative thinking and digital solutions – including self-service, artificial intelligence (AI), and data-driven analytics – with the expertise and empathy of our employees to Create Connection. Value Conversation. <br/> <br/> Get to know us at www.foundever.com and connect with us on Facebook, LinkedIn and Twitter. <br/> <br/> EEO <br/> <br/> Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination. </div>
AI Powered Job Insights
If you're passionate about customer service and are looking for a fulfilling on-site role, the Customer Experience Specialist position at Foundever in Wise, VA might be the perfect opportunity for you! With a focus on inbound calls and a supportive work environment, they are seeking team members who can provide exceptional service to clients. 📍 Location: Wise, VA 💼 Position: Customer Experience Specialist ⏰ Type: Full Time, On-Site 📅 Date Posted: 2024-07-13 Role Summary: - Handle inbound service calls and assist customers through various communication methods. - Drive customer satisfaction while navigating multiple systems and tools. - Engage in ongoing training and skill development with opportunities for career growth. What You'll Do: - Take the lead as the first point of contact for clients, ensuring professional high-quality customer service. - Address customer inquiries and resolve complaints effectively. - Thrive in a collaborative environment while also enjoying the independence of the role. What's Needed: - Strong communication skills and a knack for problem-solving with a positive attitude. - Motivation to grow within a reliable company. - Ability to effectively navigate between screens while assisting customers. Benefits: - 100% Paid Professional Training - Starting pay of $15/hour with potential up-skill opportunities up to $17/hour - Comprehensive medical, dental, vision, and wellness benefits - 401K retirement plan with company match and employee discounts - Referral bonuses and internal mobility This is a fantastic opportunity for anyone eager to build a career in a supportive environment where growth and development are prioritized!
Top Interview Questions
- Q: Can you describe your approach to handling a situation where you have multiple inbound customer calls during peak hours?
A: During peak hours, I prioritize effective time management and organization. I focus on addressing one call at a time, ensuring I fully understand each customer's needs and concerns before moving on. I also use established protocols to resolve issues efficiently while actively providing reassuring communication to customers in the queue, letting them know their call is important and will be handled as soon as possible.
- Q: What steps would you take if a customer expressed dissatisfaction with the service they received?
A: First, I would actively listen to the customer, allowing them to express their concerns fully without interruption. I would empathize with their situation and validate their feelings. Then, I would ask questions to gather relevant information and clarify the issue. I would assure them that I will do my best to resolve their concerns. Finally, I would follow company procedures to address the issue, providing updates throughout the process to keep the customer informed.
- Q: How do you ensure effective communication while navigating multiple systems and tools during a customer interaction?
A: I maintain a systematic approach to managing multiple systems by keeping relevant information readily accessible. I often use notes and shortcuts to quickly switch between applications, which keeps the interaction efficient. Additionally, I practice active listening; while gathering data from different screens, I ensure that my focus remains on the customer’s needs, addressing them clearly and concisely to avoid confusion.
- Q: Describe a time when you had to learn a new tool or system quickly. How did you go about it?
A: In a previous position, I was introduced to a new CRM tool that was crucial for managing customer interactions. I took the initiative to access training materials and participated in available workshops. I also spent extra time exploring the tool independently and practicing with a sandbox environment to boost my confidence. This approach allowed me to become proficient within a week, enabling me to assist my team effectively and improve our response times.
- Q: How do you maintain a positive attitude and stay motivated during repetitive tasks or challenging calls?
A: I maintain a positive attitude by reminding myself of the value I bring to customers' experiences. I set personal goals, such as improving my average call handling time or the number of successful resolutions. Plus, I encourage myself by celebrating small milestones, whether it’s achieving higher customer satisfaction ratings or resolving a particularly challenging case. I also take short breaks when needed to reset my mindset, ensuring that I come back refreshed and ready to assist the next customer.
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Salary Benefits
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Apply for the Customer Experience Specialist (No Outbound Calls) Wise, VA position at Foundever in Birchleaf, VA using https://www.linkedin.com/jobs/view/3975742136
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