Customer Experience Rep II

Key Highlights

• Maintain a positive, empathetic, and professional attitude toward customers at all times, even in high-stress or escalated situations.
• Respond promptly to customer inquiries in a high call volume, fast-paced environment with minimal supervision.
• Interact with customers via telephone, email, and online chat to answer complex product-related questions, resolve advanced issues, and provide in-depth education on Record Hub processes.
• Independently investigate and resolve complex product and service complaints, including those requiring cross-functional coordination.
• Identify trends in customer issues and recommend improvements to workflows, tools, or knowledge resources.