The Customer Experience Specialist handles
helping the development of the telemarketing team
as well as interfacing with customers via inbound
calls, outbound calls, or through emails depending
upon situational requirements. This position
provides coaching for CSR’s to ensure KPI’s are
being met as well as providing customer service
support for existing, new, and potential customer
needs.

• 
  Ensure
  service delivered to our customers meets Key
  Performance Indicators (KPI’s)

• 
  Coach
  and mentor agents; probe for understanding, use
  decision-support tools and resources to ensure
  departmental goals are met

• 
  Listen
  attentively to agent needs and concerns;
  demonstrate empathy while maximizing opportunity
  to build rapport with the agents to ensure
  departmental goals are being met

• 
  Maintain basic knowledge
  of Solar Works Energy’s products and
  services

• 
  Schedule appointments
  for customers with Solar Works Energy
  Experts

• 
  Participate in
  activities designed to improve customer
  satisfaction and business performance

• 
  May
  offer additional products and/or services

• 
  Appropriately notating
  accounts as required

• 
  May
  respond to customer inquiries by sending them
  published materials or other relevant
  information via email