Customer Experience Representative at Bishop Dunne Catholic School – Dallas, Texas

We are seeking a dedicated and enthusiastic Customer Experience Representative to join our team. This role is essential in ensuring that our customers receive exceptional service and support throughout their journey with us. The ideal candidate will possess strong communication skills, a passion for customer service, and the ability to work effectively in a fast-paced environment. Multilingual candidates are highly encouraged to apply, as we value diverse language skills that enhance our customer interactions.

Are you passionate about delivering exceptional customer service and looking to grow your career in a dynamic and supportive environment? Join our team as a Customer Experience Representative and be part of a company that values innovation, collaboration, and excellence.

• Provide outstanding customer support via phone, email, and live chat
• Resolve customer inquiries and complaints efficiently and professionally
• Maintain a deep understanding of our products and services to assist customers effectively
• Collaborate with team members to improve customer satisfaction and retention
• Document customer interactions accurately in our CRM system
• Identify opportunities for process improvements to enhance the customer experience

The Customer Experience Team is responsible for responding to inbound customer inquiries. Topics include: helping customers locate their order, navigating our website and tools.

• Provide email and live chat support to customers while maintaining specific key performance metrics for the number of tickets resolved, customer satisfaction, and response time
• Build rapport within the organization to leverage various individuals and departments as resources for ticket resolution
• Provide detailed notes to peers and/or manager when escalation of a customer ticket or chat is necessary
• Offer assistance to colleagues in need and participate in team meetings and chat
• Work both independently and as part of the greater team
• Identify and report bugs to our product triage team as necessary
• Identify and contribute to process improvement initiatives

• Proven experience in a customer service or support role
• Excellent verbal and written communication skills in English
• Strong problem-solving abilities and attention to detail
• Ability to work independently as well as part of a team
• Familiarity with CRM systems and practices is a plus
• A positive attitude and a passion for helping people
• Superior written communication skills with attention to detail and accuracy
• At least 1 year of customer support experience with an understanding of software as a service (SaaS)
• Familiar with use of helpdesk/ticketing systems for customer inquiries (We use FreshDesk) Ability to compartmentalize customer situations and handle each with the assumption of positive intent Self-motivated, independent decision-maker
• Thrives in being flexible, optimistic, and adaptable to change
• A willingness to mentor and teach others.

• Competitive salary with performance-based incentives
• Comprehensive health, dental, and vision insurance plans
• Generous paid time off and holiday schedule
• Opportunities for professional development and career advancement
• A collaborative and inclusive work culture that values diversity
• Employee discounts on products and services
• 401(k) with company match.
• Paid Time Off (PTO).
• Flexible scheduling options.

If you're ready to take the next step in your career with a company that values its employees and prioritizes customer satisfaction, we would love to hear from you! Apply today to become part of our dedicated team of professionals making a difference every day.

Together, let's create exceptional experiences!

Schedule:

* Monday to Friday (flexible hours based on role).

* Opportunity to work from home remote.