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Customer Experience Representative
Job Code:2013-BUFF-002
Location:Buffalo, NY Office
Department:Customer Experience
Team:CEM
FT/PT:Part Time
  
Basic Function:
Reporting directly to the Contact Center Manager, the Customer Experience Representative conducts telephone customer experience interviews for our clients within Canada and the United States.

This part-time evening position is located in Buffalo at the AppleTree Business Park in Cheektowaga. Employees must be committed to working a minimum of four (4) shifts per week Monday through Saturday. Shifts are flexible Monday - Friday 4:30pm to 8:30pm or 5:00pm to 9:00 pm and on Saturdays from 12:00pm to 7:00pm.
Principal Accountabilities:
•Contact respondents by telephone asking scripted questions and accurately recording the responses into the computer.
•Develops and maintains productive and harmonious relations with respondents of assigned surveys.
•The data collection is conducted utilizing various methodologies and technologies, such as telephone interviewing, computer terminal, mail or any combination thereof.
•Schedule and follow up on appointments.
•Maintain excellent quality standards.
•Make limited decisions within established interview script and refer unusual situations to the Contact Centre Manager.
Qualifications/Experience:
•Minimum High School Diploma or equivalent experience.
•Absolute dedication to the customer experience.
•Ability to perform well under pressure and multi task in a fast-paced environment.
•Ability to operate a computer, related software, and telephone.
•Analytical thinking skills required to ensure that respondent answers are documented accurately in line with well-established procedures (interview script)
•Self-motivated and possesses perseverance in meeting hard to get quotas.
•Accountable and owns the results of each customer interaction.
•Use effective communication skills to demonstrate caring and empathy to build strong lasting relationships with our customers, colleagues and management.
•Bilingual a plus.
•Strong listening and negotiating skills.
.•Candidates must be enthusiastic team players and willing to take an active role in campaigns and business building initiatives.
•Flexibility with regard to the schedule and availability to work evenings, Monday to Friday and Saturday afternoon.
•A good sense of fun and life balance.