Customer Experience Associate II

Job description

**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** - Expands skills within an analytical or operational process. - Maintains appropriate licenses, training, and certifications. - Applies experience and skills to complete assigned work. - Works within established procedures and practices. - Works with a moderate degree of supervision. **Functional Knowledge** - Has developed skillset in a range of processes, procedures, and systems. **Business Expertise** - Supports the achievement of company goals by integrating teams for the best outcome. **Impact** - Impacts a team through quality of services and information provided. - Follows standardized procedures and practices and receives moderate supervision and guidance. **Leadership** - Has no supervisory responsibilities. - Manages own workload. **Problem Solving** - Ability to problem solve, self-guided. - Evaluates issues and solutions to provide the best outcome for the client and end-users. **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 and communicated in a warm 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.