Customer Experience Representative

Job Description


Position Summary


The Customer Experience Representative (CXR) is responsible for responding and resolving customer inquiries across multiple channels (phone, email, social, chat).

Key Responsibilities:

  • Open and manage existing customer accounts by recording and maintaining account information
  • Answers a high volume of customer calls and achieve Service Level of 85%
  • Obtain and evaluate all relevant information to handle inquiries, orders, and complaints promptly and professionally
  • Direct or escalate requests and unresolved issues to the designated resource
  • Increase revenue through inside sales initiatives
  • Perform customer verifications
  • Perform credit verification using the Equifax credit tool
  • Process credit card pre-authorizations and sales accurately
  • Keep records of customer interactions and transactions through account comments
  • Manage administration associated with customer accounts
  • Communicate and coordinate with internal departments
  • Other duties as assigned

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