Classification: Support Staff                                                                       

Exemption Status/Test: Non-exempt                                                    

Job Grade: 4

Department: Customer Experience

Reports To: Director

 

Job Goal:

To deliver exceptional service and support by actively listening to customer needs, resolving inquiries efficiently, and ensuring a positive, personalized experience that builds trust and promotes loyalty—while aligning with the organization’s values, service standards, and performance goals.
                                     

Qualifications:

Education:

• High school diploma or GED

 

Experience:

1. Four years of experience in a customer service environment with direct customer contact, including phone, email and face-to-face interactions
2. Experienced in leading customer service initiatives

 

Special Knowledge and Skills:

1. Excellent interpersonal, communication, problem-solving, and customer service skills
2. Strong proficiency in the use of the Microsoft Office suite of products, including Word, Outlook, and Excel
3. Ability to learn quickly and utilize Region 4’s new CRM system (PACE/eps)
4. Skill in reviewing, comparing, and interpreting data to assist in problem-solving and troubleshooting discrepancies in records and reports
5. Ability to work across multiple teams with tight timelines to achieve success
6. Ability to maintain a composed, positive, and empathetic demeanor
7. Ability to prioritize multiple tasks, projects, ad-hoc requests, and deliver results by completing customer requests in a timely fashion
8. High attention to detail
9. Demonstrates patience, active listening, and professionalism, even under pressure or in challenging interactions.

Major Responsibilities:

1. Assist internal and external customers by responding to phone calls, e-mails, and in-person inquiries in a positive professional manner with minimal errors.
2. Provide support by accurately entering and managing data in applications, reports, or in response to customer requests.
3. Resolve service problems by clarifying the customer issue, determining the cause of the problem, selecting and explaining the best solution, expediting assistance or adjustment, and following up to ensure resolution.
4. Communicate and escalate problems and workflow issues in a timely manner to promote a customer-focused, positive, and cooperative work environment.
5. Collaborate with team members to improve and develop processes designed to increase efficiency and effectiveness.
6. Provide feedback and firsthand knowledge in expanding customer service FAQs and SOPs.
7. Provide assistance as needed to Region 4 professional staff.
8. Establish key departmental contacts for accurate referral of internal and external customer calls.
9. Provide face-to-face service to customers entering McKinney Conference Center as needed.
10. Maintain high satisfaction by providing timely assistance, fostering positive relationships, and continuously seeking opportunities to improve the customer journey across all touchpoints.
11. Uphold a positive and solution-oriented tone in all interactions to enhance customer satisfaction and trust.
12. Monitor and meet individual performance goals related to response time, resolution rate, and satisfaction scores.
13. Maintain accurate documentation of customer interactions and feedback in the designated CRM system.
14. Collaborate with internal departments to resolve issues and improve customer-facing processes.
15. Educate customers about products, services, policies, and available resources.

 

Supervisory Responsibilities:

None

 

Physical Demands/Environmental Factors/ Mental Demands:

Frequent use of standard office equipment; prolonged sitting; occasional bending/stooping, pushing/pulling, and twisting; repetitive hand motions (keyboarding and use of mouse); occasional light lifting and carrying (less than 15 pounds); may work prolonged and irregular hours; work with frequent interruptions; maintain emotional control under pressure.