Customer Experience Associate I

Job Track Description: Performs business support or technical work, using data organizing and coordination skills. Performs tasks based on established procedures. In some areas, requires vocational training, certifications, licensures, or equivalent experience. General Profile Ability to perform in an analytical and operational process. Entry-level position with limited requirements for licenses, training, and certifications. Applies experience and skills to complete assigned work. Works within established procedures and practices. Works with a close degree of supervision. Functional Knowledge Has basic skillset in a range of processes, procedures, and systems. Business Expertise Supports in the achievement of company goals by understanding how teams integrate for the best outcome. Impacts a team through quality of the services and information provided. Follows standardized procedures and practices and receives close supervision and guidance. For consistency, methods and tasks are described in detail. Leadership Has no supervisory responsibilities. Problem Solving Ability to problem solve, self-guided. Evaluates issues and solutions to provide the best outcome for the client and end-users. Has limited opportunity to exercise discretion. Interpersonal Skills Exchanges information and ideas effectively. Responsibility Statements Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution. Identifies customer needs by referring to case notes and examining each as a specific case. Performs routine call center activities concerning business products and services. Uses standard scripts and established guidelines and under supervision, to meet SLAs. Provides customers with information that is specialized. Communicates in a warm and empathetic manner. Gathers all necessary information to update the database. Escalates issues to senior levels, based on complaints or concerns. Explains company policies to customers. Performs other duties as assigned. Complies with all policies and standards.