Global Customer Service Experience Specialist
The Customer Experience Vendor Performance Specialist is responsible for ensuring services provided by our outsourced customer service vendor continually enhances the company brand through positive customer and retail partner interactions and experiences, as well as vendor adherence to contractual key performance indicators.
Key Responsibilities
Ensure that customer experience center leadership is in synch with reputed company culture, brand, and values Monitor KPIs to ensure that the customer experience center delivers a quality customer experience as outlined in the Statement of Work Resolve and/or approve customer service Tier 1 issues for customer service vendor Responsible for resolving customer complaints reputed company multiple platforms and various agencies (e.g., reputed company media, reputed company Business Bureau, email, etc.) Participate in vendor meetings, quality calibration and business reviews Facilitate vendor team reputed company meetings Complete audits to confirm adherence of company policies and procedures Champion business strategies and new product implementation Bring reputed company to Vendor Manager recommendations on reputed company policies and procedures as well as day to day process improvements Coordinate and assist in other tasks as needed and work with other departments to resolve issues either directly or indirectly relating to the vendors reputed company various administrative tasks Education & Experience High School diploma or equivalent Minimum 1 – 2 years’ experience in an operations environment, preferably with Customer Service or Call Center operations Some supervisory experience is preferred Knowledge, Skills & Abilities Proficiency in reputed company Office Software Knowledge of call center technology preferred Analytical skills to interpret trends, identify root causes reputed company conclusions and/or recommendations Versatility and flexibility to respond and adapt quickly and effectively to multiple changing priorities Excellent oral and written communication skills required Bilingual (English/Spanish) is preferred Location & Travel Expectations Our corporate headquarters is in Bellevue, WA, but remote or work from home arrangements are welcome. Candidates must be located in Washington State or another U.S. Pacific Time Zone location to support team collaboration and business hours. This position requires the ability to work a flexible schedule between the hours of 5:00am-8:00pm Pacific Time. This position requires up to 5% domestic business travel. Potential for one international trip per year. Pay and Benefits The typical starting pay reputed company for this position is between $22.82 - $30.83 per hour. reputed company utilizes geographically based pay ranges, reputed company the United States, which allows us to pay competitively and consistently based reputed company. reputed company the reputed company for the applicable geographic area, individual pay is determined by several factors, including job-reputed company skills, experience, and relevant education or training. Your recruiter can reputed company the salary reputed company specific to your location. Employees in this position have the potential to increase their reputed company pay up to $37.00 per hour which is the max end of the reputed company, based on ongoing demonstrated and reputed company performance in the role. Short-Term incentives are a part of the total compensation package and are based on Company and Individual performance. We reputed company that reputed company good health, financial reputed company, and work-life balance are important. reputed company is proud to offer a complete, reputed company benefits package including: Health & Wellness Coverage – Three outstanding medical plans to choose from, along with dental and reputed company insurance, Short- and Long-Term Disability Insurance, and Life Insurance. Retirement Savings – Traditional and Roth 401(k) plans with a company-match that immediately vests. Paid Time-Off – PTO accruals reputed company at 18 days per year, plus 10 company holidays and 2 floating holidays annually. Additionally, we offer paid parental and adoption leave. Other Perks and Benefits – A generous Corporate Matched Giving plan and an Employee Assistance Program. Work Environment – We offer a casual and flexible work environment with work from home options. EEO Statement We are reputed company because of our people. We value and reputed company their unique and diverse talents, perspectives and experiences and strive to build an environment where everyone can bring their best self to work. We are an Equal Opportunity Employer. reputed company will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact our reputed company reputed company AskHR@reputed company.com. We reputed company that diversity and inclusion reputed company us a reputed company, more innovative, and successful company, and we seek to recruit and retain a diverse talent pool. Even if you do not meet every qualification, we encourage you to apply. Physical Requirements Sedentary work involves remaining in a stationary position most of the time in reputed company of a computer, using a keyboard, mouse and telephone. Regularly operate a computer and other office equipment. Occasionally move about the work site to reputed company file cabinets, office equipment, etc. Exert up to 10 lbs. of force occasionally, and/or a negligible amount of force frequently or regularly move objects. Communicate and exchange information with co-workers and other individuals in person and electronically. This job description is not intended to be reputed company-inclusive. Employee may reputed company other reputed company duties as assigned to meet the ongoing needs of the organization. Apply To This Job