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Customer Care Product Specialist

Customer Care Product Specialist

Location 
US-NY-Yonkers
Experience (Years) 
3

More information about this job

Position Overview

The Customer Care Product Specialist is responsible for liaising with our internal CR teams and customer service agents to support new initiatives, improve efficiencies as well as the overall customer experience. The Customer Care Product Specialist will work with internal partners to develop and review metrics captured by the front line support team to use as a tool to change and improve products and processes in an effort to improve the customer experience as well as examine trends in product issues and customer complaints. The Customer Care Product Specialist will provide support to customers as second level support to the contact center to resolve any escalated issues.

Qualifications Include

  • 3+ years experience in a customer experience, customer care, customer success or product specialist role
  • Project management skills
  • Proven ability to identify process improvement opportunities and implement process changes
  • Experience implementing strategies to increase adoption of programs and services
  • Passionately embrace the CR brand and use that passion to deepen the engagement with consumers
  • Strong communication, presentation and negotiation skill
  • The ability to inspire others towards a common goal
  • Analytical and process-oriented mindset
  • Self-driven, persistent, and assertive
  • Strong influencing skills
  • Enthusiastic lifelong learner
  • Passion for and ability to drive revenue and growth
  • Microsoft suite, Tableau, Social tools, Zendesk a plus

 

Success criteria:

  • Demonstrates the ability to communicate information in a clear, concise and compelling manner that is tailored to a particular audience. Demonstrates strong active listening skills. Is comfortable acknowledging when something is not clear or understood, asks for clarification.
  • Strong ability to forge solid working relationships with colleagues across the organization.
  • Data-driven and consumer-focused
  • Anticipates impacts on key audiences

Key Responsibilities

PPoi    

Point of contact for Internal Teams on all things related to CR customer facing

products

 

  • Partner with internal teams to prepare the Customer Care team to support new products/initiatives.
  • Maintain and deepen relationships with internal teams by working together on behalf of CR customers.
  • Liaise with CIAs for content information.
  • Work with Customer Care Operations and Systems team leader to provide customer feedback (through metrics and/or verbatims) to our internal partners for customer experience improvements and issue resolution.
  • Identify process improvement opportunities when supporting CR customers and implement process changes.
  • Participate in projects to improve the customer experience.
  • Facilitate meetings with internal partners.

Provide 2nd Level Support for the Contact Center Agents:

  • Provide second level support of product expertise to Customer Care team acting as a point of escalation.
  • Provide second level support of product expertise to Customer Care team acting as a point of escalation.
  • Create training content and share training materials for Customer Care team on products and services.
  • Support product/program rollout for Customer Care team, ensuring they are knowledgeable on content and subject matter.
  • Ensure escalation/notification/communication process is initiated at onset of outages.

Improve the User Experience:

  •  Work with the contact center to solicit feedback from the agents  and look for areas to improve the customer experience
  • Prepare and review user experience process flows
  • Work with the contact center and Customer Care Systems and Operations leader to gather requirements for system improvements
  • Work with Customer Care Associate Director, internal teams and contact center to prepare proper scripting and contact handling expectations to ensure we are continuing to improving brand awareness and adaptation
  • Work with internal teams and contact center to ensure all collateral is up to date and reflects current branding
  • Act as a point of escalation for dissatisfied customers
  • Work on projects and perform tasks as needed