Main Responsibilities and Required Skills for Customer Experience Representative
A Customer Experience Representative is a professional who is responsible for improving the overall customer experience. They establish a relationship with the customer and respond to and resolve customer queries. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Customer Experience Representatives.
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Main Responsibilities of Customer Experience Representative
The following list describes the typical responsibilities of a Customer Experience Representative:
Accept
Accept and process customer transactions accurately and timely.
Address
Address customers billing inquires, ensuring a there is a clear understanding of why and next steps.
Adhere to
Adhere to all company policies and procedures.
Adhere to securing banks assets, such as own cash drawer and following dual control.
Adhere to the Banks Conflict of Interest Policy.
Adhere to the Company's Quality System operating procedures.
Answer
Answer inquiries and resolve routine issues or escalates to more senior team members.
Answer phones and respond to email and online questions in a timely manner.
Answer service and sales calls, schedule appointments and identify and assess customer's needs.
Assemble
Assemble new customer kits.
Assist in
Assist in keeping the store tidy, adhering to our strict cleanliness standards.
Assist the sales reps and managers with new account processing.
Assist to assess condition of rental upon return.
Attend
Attend training as required.
Build
Build customer relationships through open and interactive communication.
Collaborate with
Collaborate with internal and external stakeholders to deliver on business objectives.
Collect
Collect customer feedback and surveys, and take appropriate action.
Commit
Commit to meeting the expectations and requirements of internal and external stakeholders.
Communicate
Communicate daily via phone, email and chat with customers and coworkers.
Communicate in an open and honest way.
Communicate the value of our products and share ways for customers to get the most from DISH.
Compile
Compile reports and present reports to clients as per their request.
Complete
Complete all daily assigned call backs and follow ups to ensure client satisfaction.
Complete standardized tasks under supervision.
Complete welcome calls and post welcome calls to new customers.
Conduct
Conduct health screening at the front door, as required.
Confirm
Confirm design meetings with clients, both virtual and in showrooms.
Contribute to
Contribute to business results and the overall experience delivered.
Contribute to meeting branch business results and the customer experience.
Coordinate
Coordinate and execute order fulfillments and customer delivery communications.
Coordinate and executes specific activities for the implementation of strategic initiatives.
Coordinate logistics of scheduling final delivery of projects to the client.
Coordinate with customer service teams, developers, and fellow tech report specialists.
Correct
Correct discrepancies on customers' accounts, and researches service disruptions as necessary.
Create
Create and complete work order requests on all incoming calls and email requests.
Demonstrate
Demonstrate empathy, and serve as an advocate for the customer.
Develop
Develop success plans for each customer based on their strategic goals.
Document
Document and direct inquiries and assignments to appropriate individual or unit.
Document customer interactions and transactions.
Educate
Educate and empower our customers.
Educate customers about cannabis products, strains and consumption methods.
Educate and promote self service options.
Engage
Engage in conversation and build a relationship to understand specific needs.
Ensure
Ensure after-sales follow-up with customers.
Ensure all necessary documentation is completed for all transactions.
Ensure effective farmer onboarding to FBN platform.
Ensure operational effectiveness execution by leveraging the Retail Risk and Operations Playbook.
Escalate
Escalate problem inquiries to Customer Experience Supervisor for resolution as appropriate.
Escalate complex or unresolved customer situations to managers as required.
Establish
Establish a relationship with the customer and create an emotional connection when appropriate.
Execute
Execute order changes including swaps, exchanges, and returns.
Execute priorities with a focus on critical work to achieve targeted.
Execute work to deliver timely, accurate, and efficient service.
Exhibit
Exhibit effective follow through and ownership in every customer interaction.
Facilitate
Facilitate a welcoming and positive atmosphere for everyone in the store.
Follow
Follow communication procedures, guidelines and policies.
Follow up
Follow up on the status of orders and ensures that delivery times are met.
Follow up with customers after the sale.
Gather
Gather and format data into regular and ad-hoc reports and dashboards.
Go
Go the extra mile to engage customers.
Greet
Greet customers upon entrance.
Greet, welcome, and assist customers.
Handle
Handle a high volume of calls.
Handle billing overflow calls.
Handle customer concerns provide appropriate solutions and alternatives within the expected timeline.
Handle, respond, and resolve customer complaints in an effortless and delightful manner.
Help
Help the clients utilize the platform to achieve those goals and find long-term value.
Identify
Identify customer needs.
Identify risks associated with regulatory compliance, and Bank Secrecy Act.
Issue
Issue orders and update customer profiles in different tools as required.
Listen to
Listen attentively to customer needs and concerns.
Log
Log all complaints for future reporting and improvements.
Log all customer interactions, cases, and activities appropriately in our CRM and ERP systems.
Maintain
Maintain a high degree of professionalism, courteousness, and friendliness.
Maintain broad knowledge of clients, products and services of the organization.
Maintain constant communication with Account Managers to understand market dynamics.
Maintain current knowledge of personal banking and credit card industries, practices, and trends.
Maintain detailed and current knowledge of the Tayco's products and services.
Maintain good communication channels with production and specialists to meet customer deadlines.
Maintain KPIs, success metrics, and ensure positive outcomes.
Maintain the confidentiality of customer and Bank information.
Make
Make qualified referrals to other team members including other lines of business.
Make them the guidelines for how you do your job.
Manage
Manage assigned brewery order desks by entering orders, transfers, and batching.
Manage inventory and orders for online sample store.
Manage multiple customer requests simultaneously.
Manage Work Order requests, close outs from client platforms to ensure SLA requirements are met.
Meet
Meet all service level agreements as set by management.
Meet or exceeds all personal referral goals as defined.
Monitor
Monitor inventory and re-stock product regularly.
Operate
Operate in a complex environment while maintaining high quality output and maximizing accuracy.
Operate with integrity at all times.
Order
Order status; product returns.
Organize
Organize work information to ensure accuracy and completeness.
Own
Own end-to-end farmer relationships for channel partnership.
Participate in
Participate and provides expertise as a member of the customer service's departmental team.
Participate in routine store maintenance and ensure cleanliness is a priority.
Participate in team huddles.
Perform
Perform initial problem solving within given rules / limits & escalates when required.
Perform necessary record keeping activities.
Perform other duties as assigned by Management.
Perform routine administrative functions such as file processing as directed by manager.
Perform system monitoring and preventive maintenance.
Place
Place outgoing calls for callback management, and miscellaneous calls as assigned.
Prepare
Prepare and forward customer referral documentation to the appropriate partner.
Process
Process customer orders of all types accurately and efficiently via multiple channels.
Process sales in a friendly and efficient manner, modelling accuracy.
Produce
Produce win-win scenarios for the customer and business.
Promote
Promote and train customers on self-service proficiency within the FBN platform.
Promote our culture and brand by participating in merchandising and promotional activities.
Protect
Protect the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
Provide
Provide accurate, valid and complete information.
Provide administrative support to account managers.
Provide after-sales follow-up with customers.
Provide consistent exceptional customer experiences, every customer, every time.
Provide direction and guidance to less experienced team members via peer coaching.
Provide feedback on the efficiency of the customer service process.
Provide first-class customer service.
Provide lobby management (greet, direct and service).
Provide order confirmations and expected delivery information in a timely manner.
Provide our customers with a seamless, positive experience no matter the need.
Provide personalized and proactive onboarding and account management services to new customers.
Provide personalized and proactive services to existing and new customers.
Provide quotes in accordance with company policies and pricing information.
Provide service information and respond to customer concerns in a timely manner.
Provide the highest level of customer service to all customers on a regular basis.
Receive
Receive and processes customer orders (by phone, email, fax, website, etc.).
Receive and verifies vault shipments following directives and procedures.
Recognize
Recognize and recommend areas needing improving.
Recommend
Recommend and implement process improvements.
Register
Register sales by utilizing touch screen point of sale system.
Replenish
Replenish floor stock and keep team informed of product sell-through observations.
Represent
Represent the organization daily through customer contact and relationship-building.
Reroute
Reroute existing customers as required or requested.
Research
Research and resolve customer problems.
Research customer issues and find workable solutions.
Resolve
Resolve product or service problems by clarifying customer's complaint.
Respond to
Respond to all customers in a timely manner.
Respond to and resolve customer queries through phone and email, quickly and effectively.
Respond to customers timely and process orders, returns, service calls accurately.
Review
Review customer requirements to provide the most optimal solution for their organization.
Share
Share ideas with department that increase efficiencies and effectiveness of customer needs.
Shows
Shows concern for all aspects of the job.
Solicit
Solicit customer feedback and survey participation at every opportunity.
Strengthen
Strengthen relationships by promoting mutual trust and supporting.
Strive
Strive for excellence with every customer engagement.
Support
Support banks community involvement and participates in community activities as appropriate.
Support both our Service technicians and Solution specialist by scheduling and qualify calls.
Support change management of varying scope and type.
Support evaluations of customer satisfaction.
Support farmers with uploading and cleaning data within the FBN system.
Support farmers with uploading data within the FBN system upon request.
Support other lines of business as volumes dictate.
Support sales – retail, commercial office products, technology, and office walk-in customers.
Support the Business Development team with information on Key Partners.
Support the online sales, customer service, and order fulfillment processes.
Support the picking and fulfillment of web and curbside service.
Support the process of receiving, counting, tagging, and organizing inventory and customer orders.
Synthesize
Synthesize and provide customer feedback directly to our sales, management, and business unit teams.
Take
Take orders for food over the phone and in person.
Take ownership of issues and see them through to resolution.
Take pride in attendance and being timely.
Take the extra mile to engage customers and educate them on services that we offer.
Take the initiative to find creative approaches that make each customer's experience feel personal.
Take the initiative to find creative approaches that make each customers experience feel personal.
Take / upload photos and customer info to Service King's Centralized Estimating team.
Track
Track order status and ensure delivery deadlines are met.
Transfer
Transfer or escalate calls to the appropriate employee / department.
Treat
Treat all customers and colleagues with respect.
Troubleshoot
Troubleshoot and resolve customer inquiries while building a relationship with the customer.
Troubleshoot client orders and help with installation related questions.
Troubleshoot technical issues and communicate back to the customer.
Understand
Understand and articulate our product information and processes with ease.
Understand our Operating Principles.
Understand roles of other people / functions and how to work together.
Uphold
Uphold ethics, confidentiality, and demonstrate a high level of discretion at all times.
Work
Work independently, and seeks Supervisor support when necessary.
Work in partnership with Store Managers and other team members to generate sales.
Work on projects, reporting and teams to assist all areas of the business in growing.
Work schedule may differ from week to week in terms of days worked, hours, and shifts.
Work to minimize and / or reduce truck rolls.
Work with his team and multi-functional teams to continuously improve work processes.
Work with team and cross-functional teams to continuously improve work processes.
Work with Tech Rep to provide technical responses.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Customer Experience Representative:
Business Environment
Sales
Use of Social Media
Legal and Regulatory Requirements for The Jurisdiction
Customer Service
Product Knowledge
Referral Development
Customer Support
CRM Systems
Phone Contact Handling
Retail
Banking Environment
Most In-demand Soft Skills
The following list describes the most required soft skills of a Customer Experience Representative:
Written and oral communication skills
Interpersonal skills
Organizational capacity
Self-starter
Collaborative
Listening
Build rapport and connections with customers
Collaborate and work in different capacities as part of a team
Confidence to approach customers
Courage
Creatively to new challenges
Helping customers
Helping people
Responding flexibly
