Role Description

The Customer Experience Specialist is responsible for supporting the Verifications line of business by fielding inbound customer calls, chats, and emails. This role handles and resolves verification-related requests, manages customer complaints, troubleshoots issues, provides accurate information and direction, documents all customer interactions, and completes post call or post chat follow up. The position also receives Unemployment Cost Management (UCM) calls and ensures proper routing to the UCM department.

This position is eligible for participation in the Company's incentive bonus plan. In addition, the role includes eligibility for a commitment-based bonus. Details regarding the incentive structure and eligibility criteria will be shared during the interview or offer process.

• Handle a high volume of inbound calls, in addition to chat and email inquiries, while consistently meeting quality and productivity standards.
• Adhere to established department procedures while meeting or exceeding defined productivity and quality metrics.
• Identify customer needs, clarify information, and provide accurate resolution or direction, including appropriate follow-up when required.
• Support the Verifications line of business with tasks as assigned by management, including but not limited to indexing, routing, completing, and/or returning verifications.
• Receive incoming calls related to Unemployment Cost Management (UCM) and route those inquiries to the appropriate department.
• Identify and escalate priority or complex issues to management while maintaining a professional and courteous demeanor.
• Maintain adherence to assigned work schedules, including accurate timekeeping, punctuality, and availability during scheduled hours to support call volume demands and customer support needs.
• Other duties as assigned.

Qualifications

• High School Diploma or equivalent required.
• 1-2 years of experience in a call center or customer service environment.
• Demonstrated ability to manage a high volume of daily inbound calls.
• Experience supporting customers via chat preferred.
• Equivalent combination of education and experience will be considered.

Requirements

• Strong problem-solving skills with the ability to adapt in a fast-paced, high-volume environment.
• Professional and effective communicator with strong awareness of tone in both written and verbal interactions.
• Empathetic, customer-focused approach with the ability to adjust communication style to meet customer needs.
• Highly organized, detail-oriented, and accountable for assigned work.
• Collaborative team player with a positive, solution-oriented mindset and flexibility to support changing business needs.
• Ability to identify recurring issues or customer pain points and communicate observations to leadership.
• Working knowledge of employment verification processes.
• Comfortable using Zoom and other collaboration tools to communicate with teammates and leadership.
• Able to handle sensitive and confidential information in accordance with company policies.
• Self-motivated and able to work independently with minimal supervision.
• Adaptable to changes in processes, policies, and tools.
• Dependable attendance, punctuality, and adherence to assigned schedules.
• Ability to remain professional and effective in high-pressure or stressful situations.