Client Experience Specialist (Closing Shift)

Job Description

Description:

Position Overview

The 30+ year company supports the petrochemical and manufacturing industry domestically and internationally and is positioned along the Gulf Coast providing training, occupational medicine, and innovative solutions to industry. The Client Experience Specialist is primarily responsible for handling customer questions and requests in a timely and efficient manner.

Essential Job Responsibilities

• Answer incoming customer calls
• Answer emails directed to , , ,
• Answer live online chat requests through a chat software system
• Resolve customer issues
• Cross-sell safety council services
• Answer questions from other employees and departments
• Support the training department with off-site documentation, course certificate preparation
• Review SSVs and make changes in OmniCouncil if necessary
• Review and process new client sign-ups
• Set up username and password, and walk the customer through program usage for PQF
• Handle all customer technical problems and complaints
• Escalate the problem, if necessary, to the Client Experience Supervisor
• Discuss the benefits of membership with customers who contact the council
• Cross train and assist front window during busy periods with the processing of trainees
• Cross train and assist members of other departments as needed
• Other duties as deemed necessary
• Ability to work a scheduled shift from 9:30 a.m. to 6:00 p.m.

Preferred Skills & Qualifications

• Strong communication skills - written and oral
• Enjoy working with the public and have a strong initiative to work independently
• Able to work in a fast-paced environment
• Ability to learn detailed procedures and problem solve
• Entry-level proficiency in Windows, Microsoft Word, Excel, and Teams

Requirements

• Ability to learn custom software applications through training provided by HASC
• Entry-level proficiency in Windows, Microsoft Word, and Excel
• High school diploma or general education degree (GED)
• Willingness to work at different locations if the company's need arises
• 1 to 2 years of Customer Service experience

Physical Demands

While performing the duties of this job, the employee is regularly required to read, talk, or hear. The employee frequently is required to stand, walk, sit, use hands to handle training equipment and tools, reach with hands and arms, climb or balance, stoop, kneel, crouch, and crawl. The employee occasionally lifts and/or moves up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

This job is typically in an office environment and will also require travel as needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Reporting Responsibilities

The Client Experience Specialist reports directly to the Client Experience Supervisor. This position does not have direct reports.