[Hiring] Customer Experience Representative @Accredited Labs

Role Description

This is pivotal position in resolving AccreditedLabs customers’ challenges while fostering exceptional customer relationships through fundamental knowledge expertise. The Customer Experience Representative delivers outstanding customer service by effectively utilizing available resources and prioritizing issues. The role involves meeting performance metrics through inbound and outbound interactions, including phone conversations, online meetings, and email exchanges. Serving as the primary point of contact, the Customer Experience Representative assumes full responsibility for maintaining and enhancing client relationships. This will be a remote position. The person will need to be based in either Central or Eastern time zone working Mon-Fri 8am to 5pm.

• Issue Resolution: Maintain consistent availability, manage workloads for optimal accessibility, effectively troubleshoot and resolve client issues, and escalate when necessary.
• Client Focus: Champion clients' interests, delivering clear and effective resolutions. Collaborate with internal technical experts to provide optimal solutions.
• Timely Solution Delivery: Prioritize successful and punctual solution delivery in line with client requirements and internal service metrics.
• Leverage Resources: Appropriately leverage resources to source and validate answers, document issues while adhering to payroll policies, and ensure seamless client support. Embrace feedback and adapt behaviors as needed.
• System Capabilities: Ability to navigate systems and maintain advanced knowledge.
• Team Player: The ability to work cross-functionally, contribute to collective goals, and share insights. Fosters a cohesive and productive work environment.

Qualifications

• 3-5 years of experience in Customer Experience Representative position working within a calibration company, industrial, or mechanical company.
• Prior experience in a fully remote or hybrid role.
• Proven ability to independently manage multiple client accounts and competing priorities simultaneously.
• Strong written and verbal communication skills with a professional, confident presence.
• Strong team player with attention to detail.
• Essential Skills: Analytical thinking, problem solving, time management, communication and decision-making.
• Proficiency with CRM platforms, email, and virtual meeting tools (e.g., Salesforce, HubSpot, Zoom, Microsoft Teams).
• A quiet, professional environment for client calls and meetings.
• Reliable high-speed internet connection.

Benefits

• Health Insurance – Comprehensive medical coverage to support your well-being.
• Dental Insurance – Preventive and restorative care to keep you smiling.
• Vision Insurance – Coverage for eye exams, glasses, and contacts.
• 401(k) with Company Match – Plan for your future with our retirement savings plan and generous employer match.
• Company-Paid Life Insurance – Peace of mind with fully covered life insurance.
• Paid Time Off (PTO) – Enjoy a healthy work-life balance with paid time off.
• Paid Holidays – Celebrate and recharge with paid company holidays.
• Company-Provided Equipment – All necessary tools and technology supplied to help you succeed in your role.