Published: September 10, 2024 - The Customer Experience Associate collaborates across functions from Legal to Logistics, ensuring seamless integration and service delivery. Focuses on enhancing technology stacks and aligning them with industry-leading solutions, while fostering a world-class customer service culture. Engages with clients directly, managing and delivering training services globally, and cultivating relationships to anticipate and meet evolving needs.
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Tips for Customer Experience Associate Skills and Responsibilities on a Resume
1. Customer Experience Associate, Sunset Solutions, Orlando, FL
Job Summary:
- Ensure Customer Experience is always prioritized in order to deliver the best brand experience and customer loyalty
- Communicate with empathy, kindness, and patience via e-mail and phone as a true consumer advocate
- Work directly with customers to troubleshoot complex tasks involving technologies such as Bluetooth, Chromecast, Wi-Fi streaming, etc.
- Operate within Zendesk, Shopify, Netsuite, and other third-party e-commerce applications necessary to complete logistical tasks worldwide
- Daily processing of Returns and RMAs to completion logistically, from label creation to receipt confirmation, involving communication with third-party logistics and Operations team
- Assist with logistics operations such as tracking, executing RMA / sales orders, following up on shipments
- Perform, test, and report quality assurance through the use of current and future products
- Support the purchasing experience from order to delivery by partnering with the E-Commerce team to quickly and efficiently solve any logistics or operations related issues
- Support Manager and work cross-functionally with logistics team to ensure appropriate processes are in place for inventory management, order submissions, and tracking
- Support Manager in a recording of data for daily RMA and returns reports to share across departments
- Maintain order accuracy, customer calendar and the department
Skills on Resume:
- Customer Experience Priority (Soft Skills)
- Empathetic Communication (Soft Skills)
- Technology Troubleshooting (Hard Skills)
- E-commerce Tools Proficiency (Hard Skills)
- Returns Management (Hard Skills)
- Logistics Coordination (Hard Skills)
- Quality Assurance Testing (Hard Skills)
- Cross-Functional Support (Soft Skills)
2. Customer Experience Associate, BlueWave Innovations, Austin, TX
Job Summary:
- Delighting customers in every engagement, by going the extra mile to resolve issues
- Proactively spotting areas for improvement in the product, and communicating these effectively with other teams, and owning the problem to ensure it is resolved
- Developing an understanding of what the customers want and need on the site, sharing this feedback to continue enhancing the product from a customer perspective
- Owning the customer experience of a major product
- Consistently tracking patterns and trends, responsible for collaborating with engineering and design teams to upgrade experience.
- Field and respond to customer questions and needs via ZenDesk (email and phone)
- Troubleshoot issues with account management, shipments, billing, and more
- Consolidate and report common technology issues customers face to the product and development team
- Develop and implement initiatives to improve or automate processes related to CX and Operations
- Be the voice of the customer during internal conversations
- Find ways to raise the bar on customer experience, to ensure we're always delivering the best possible experience to everyone
Skills on Resume:
- Issue Resolution (Hard Skills)
- Proactive Communication (Soft Skills)
- Customer Feedback Analysis (Hard Skills)
- Experience Ownership (Soft Skills)
- Trend Tracking (Hard Skills)
- ZenDesk Proficiency (Hard Skills)
- Problem Troubleshooting (Hard Skills)
- Process Improvement (Hard Skills)
3. Customer Experience Associate, GreenLeaf Dynamics, Denver, CO
Job Summary:
- Be the first point of contact between homeowners and Orchard, leveraging phone, text and email communication
- Generate new business through inbound and outbound sales calls
- Maintain a personal database of leads to work and convert in the future
- Hold an active TX real estate license (or get licensed within first three months)
- Share customer learnings to help better serve customers through a superior online and offline experience
- Be comfortable working in the ambiguity and shifting priorities that come with an early stage startup
- Explain service and offerings, and answer questions from potential customers
- Play a vital role in coordinating customers’ logistics directly with facility partner by scheduling and rescheduling shipments
- Find nimble solutions to shipment issues as they occur to ensure that meet customers’ needs in the face of any obstacles
- Provide world-class service to customers’ facilities by deeply understanding operational requirements
- Prioritize facility relationships to make the digital broker of choice
- Meticulously follow standard operating procedures and contribute to continuous improvement
Skills on Resume:
- Multi-Channel Communication (Hard Skills)
- Sales Generation (Hard Skills)
- Lead Management (Hard Skills)
- Real Estate Licensing (Hard Skills)
- Customer Insight Sharing (Soft Skills)
- Adaptability (Soft Skills)
- Service Explanation (Hard Skills)
- Logistics Coordination (Hard Skills)
4. Customer Experience Associate, RiverTech, Raleigh, NC
Job Summary:
- Develop a deep understanding of processes and policies.
- Hop on the site and social media regularly and familiarize yourself with new products so can be an authority on fit, fabric, styling and function.
- Clear out the “inbox” through all of messaging channels.
- Check in at least twice a day (once in the AM and once in the PM) to make sure all pending tickets are being addressed quickly and efficiently while making every customer experience seamless.
- Field return requests, process refunds, send replacements.
- Offer sizing and style advice.
- Adhere to existing support and tracking processes but always take the initiative to add to or iterate on workflows and offer creative solutions
- Report regularly on style and fit feedback, product quality and customer satisfaction.
- Charge of executing influencer product send outs and managing all related correspondence.
- Monitor orders in warehouse extranet and communicate regularly with them to ensure fulfillment is seamless and all data is properly synced with online storefront.
- Troubleshoot any syncing issues with the appropriate vendor.
- Consider the entire customer experience and lifecycle and devise strategies that improve conversion, retention rates and overall customer satisfaction.
Skills on Resume:
- Process Mastery (Hard Skills)
- Product Knowledge (Hard Skills)
- Messaging Management (Hard Skills)
- Ticket Management (Hard Skills)
- Refund Processing (Hard Skills)
- Styling Advice (Soft Skills)
- Workflow Innovation (Soft Skills)
- Customer Lifecycle Strategy (Hard Skills)
5. Senior Customer Experience Associate, Peak Performance Systems, Boise, ID
Job Summary:
- Instilling a strong customer-centric culture to keep everyone focused on what really matters: helping customers
- Speaking directly and honestly with customers and coworkers to build lasting relationships
- Supporting others on the Customer Experience team by being a point of escalation and coaching new team members
- Communicating with customers through in-app messaging feature but also through calls and emails
- Proactively identify patterns with customers, so can improve tools and products to make community happier
- Recognizing customers who are in vulnerable situations and helping to determine steps can take to support them
- Monitor and report on team metrics to assess efficiency and optimization of the Concierge Specialists
- Working closely with financial crime team to act as the first line of defense to help spot and investigate trends
- Facilitating the customer experience during all phases of the lifecycle as they onboard, adopt, and use offerings
- Coordinating with Customer Experience team to help draft, edit, and maintain both internal and customer-facing documentation, including multimedia tutorials and webinars, with a goal to eliminate support contacts and address customer questions without escalation
- Architecting internal processes and best practices in an effort to continually improve the customer experience and the overall customer support flow
- Collaborating with development partners and vendors to troubleshoot and then manage technical escalations beyond Tier 1 Concierge support
Skills on Resume:
- Customer-Centric Culture (Soft Skills)
- Honest Communication (Soft Skills)
- Team Support (Soft Skills)
- In-App Messaging (Hard Skills)
- Pattern Identification (Hard Skills)
- Vulnerable Customer Support (Soft Skills)
- Metrics Monitoring (Hard Skills)
- Process Architecture (Hard Skills)
6. Customer Experience Associate, UrbanTech Solutions, Seattle, WA
Job Summary:
- Reporting to Customer Experience Manager, CX Associates are dedicated customer advocates and GUNNAR champions.
- Collaborate with the Customer Experience Manager to advance key marketing and CX initiatives, while supporting all areas of GUNNAR’s global business (marketing, sales, operations, finance, etc)
- Answer incoming customer inquiries via phone, live chat, social, or email regarding issues related to an order, product, billing, shipping, etc.
- Master and champion the GUNNAR brand, product, and technology to educate customers and drive more sales
- Maintain a high level of professionalism, empathy, and enthusiasm when interfacing with customers to ensure high customer satisfaction
- Work with the warehouse and other shipping entities to resolve shipping issues in a timely manner
- Assist the Prescription (RX) department with responding to customer inquiries about frame sizing, prescription information, lens options, etc.
- Think proactively and collaborate with the CX team and manager to ideate on ways to improve the global customer experience
- Identify trends and patterns in customer sentiment to accurately capture the voice of the customer to initiate improvements
- Work as a team among the best in the business
- Partner cross-functionally with Account Management, Carrier Management, and Carrier Operations team as an advocate for customers and carriers
Skills on Resume:
- CX Initiative Collaboration (Hard Skills)
- Inquiry Response (Hard Skills)
- Brand Advocacy (Hard Skills)
- Customer Satisfaction (Soft Skills)
- Shipping Issue Resolution (Hard Skills)
- Prescription Assistance (Hard Skills)
- Proactive Improvement (Soft Skills)
- Cross-Functional Partnership (Soft Skills)
7. Customer Experience Associate, Coastal Connection Services, Miami, FL
Job Summary:
- Handle a high volume of customer contacts from students and university dining teams, specifically regarding payments and account issues.
- Respond to complex issue escalation from the tier 1 team and work with Techops and Engineering as necessary to resolve the issue.
- Handle feedback and requests from campus officials and have a strong grasp of prioritized client needs.
- Navigate complex tier 2 and 3 issues involving fraud, issues adding university card, hotel room change failures or hospital payroll deductions
- Perform walkthroughs with customers for questions in the app, including troubleshooting technical issues.
- Provide feedback for Tier 1 teams for missed process opportunities to increase first contact performance.
- Collaborate with other campus teams as when resolving issues and determine issue severity for other teams.
- Ownership of issues to resolution including timely follow-up with the customer.
- Support pilot initiatives and contribute to overall design improvements through project reviews, feedback to teams.
- Recommend opportunities to drive process improvements that will positively impact the diner or campus’ experience.
- Respond to all Grubhub app reviews and tweets regarding campus dining.
Skills on Resume:
- Payment Issue Handling (Hard Skills)
- Complex Issue Resolution (Hard Skills)
- Client Needs Analysis (Hard Skills)
- Technical Troubleshooting (Hard Skills)
- Process Improvement Feedback (Hard Skills)
- Cross-Team Collaboration (Soft Skills)
- Issue Ownership (Soft Skills)
- Social Media Response (Hard Skills)
8. Customer Experience Associate, SkyHigh Enterprises, Phoenix, AZ
Job Summary:
- Handle customer service situations in a professional and sensitive manner
- Drive client engagement from post-sale throughout the initial implementation period before the introduction to the Support Services Team
- Deliver a consultative and customer-centric approach to problem-solving
- Build strong relationships with internal and external partners to achieve top-notch customer experience and client retention
- Respond to requests from incoming telephone calls/emails regarding Roadside Assistance and complaints, & features of vehicle while demonstrating a pleasant and professional telephone manner.
- Deliver extraordinary customer service to Members, using sound business judgment, by accurately answering questions, applying and interpreting department policy and effectively utilizing department references and resources.
- Listen and probe for additional information
- Make sound decisions concerning the prioritization of service (e.g., safety concern, urgency & expectation)
- Provide necessary instructions to ensure a complete understanding of the services that will be rendered, including an accurate Estimated Time of Arrival.
- Suggest opportunities that will enhance a Member's experience, promote related programs as required by the Member’s individual situation.
- Following up on complaints and breakdown cases and ensuring customers are updated at all times
Skills on Resume:
- Customer Service Handling (Hard Skills)
- Client Engagement (Hard Skills)
- Consultative Problem-Solving (Hard Skills)
- Relationship Building (Soft Skills)
- Complaint Resolution (Hard Skills)
- Decision-Making (Soft Skills)
- Communication Skills (Soft Skills)
- Proactive Follow-Up (Hard Skills)
9. Customer Experience Associate, Timberline Digital, Portland, OR
Job Summary:
- Responsible for providing fast, efficient, and bespoke experience to customers
- Responsible for the day-to-day customer communications, as well as overseeing customer data, insights, and KPIs in order to enable team to make data based decisions on future programs, supply acquisition and resource utilization.
- Help grow and provide a frictionless experience for customers by identifying bottlenecks, finding solutions, and creating automated processes.
- Identify opportunities to “surprise and delight” community and customers.
- Surpass simply executing responsive communication with customers, and find opportunities to maintain personalized and strategic communication, increasing booking conversions.
- Exceeding in this role would include going beyond the required tasks of this position, and bringing opportunities and strategic ideas in this sector to the attention of leadership.
- Delivering an excellent customer experience to increase customer engagement and subscriber retention
- Providing daily support to customers via telephone, email and social media channels
- Acting as the first point of contact in the business to deliver an excellent customer experience
- Managing and routing all inbound enquiries to the appropriate person
- Maximizing the conversion of customer enquiries contributing to the growth of the business
- Capturing and tracking feedback from customers in line with agreed processes to ensure products and customer experience are developed in line with demand
- Grow and manage a small team of accounting and finance professionals, responsible for day-to-day financial operations
- Ensure accurate and timely reporting of financial results and business performance
- Own and drive strategic planning processes to align key company initiatives with resource investments
Skills on Resume:
- Customer Experience Delivery (Hard Skills)
- Data-Driven Decision Making (Hard Skills)
- Process Automation (Hard Skills)
- Customer Engagement Strategies (Hard Skills)
- Strategic Communication (Soft Skills)
- Leadership Collaboration (Soft Skills)
- Inquiry Management (Hard Skills)
- Team Management (Soft Skills)
10. Customer Experience Associate, Prairie Systems, Omaha, NE
Job Summary:
- Be front of the line for customer inquiries, helping them get the information need, quickly and efficiently across email and social media channels.
- Record information and update systems as required to capture necessary information and enhance the customer experience.
- Contribute to the Help Centre, creating and maintaining content that explains how to best use the product.
- Play an important role in listening to customer feedback and developing ideas for new products or improved processes.
- Contribute to content strategy by producing content to improve the customer experience (blog, case studies, FAQs, newsletter content, social media posts).
- Help craft overall customer experience strategy, scaling it as the company continues to grow.
- Optimise the customer experience to increase conversion and create deeper product engagement
- Liaise with suppliers on order queries when necessary, follow through and resolve any issues that arise.
- Provide leadership and support across a variety of strategic company initiatives
- Liaise with third-party vendors, auditors, and legal counsel to navigate and solve unique business problems pertaining to digital asset accounting and reporting standards
- Serve as an internal thought leader to key decision makers, with specific focus on monetization strategies and optimizing the business for growth
- Track, monitor, and report on the performance of the business and provide detailed financial forecasts with actionable insights for internal and external stakeholders
- Help develop and implement processes, systems, and frameworks that enable scaling of operations for a company experiencing rapid growth
Skills on Resume:
- Inquiry Management (Hard Skills)
- Data Recording (Hard Skills)
- Content Creation (Hard Skills)
- Feedback Analysis (Soft Skills)
- Strategy Development (Soft Skills)
- Experience Optimization (Hard Skills)
- Supplier Coordination (Hard Skills)
- Leadership Support (Soft Skills)
11. Customer Experience Associate, Hilltop Technologies, Atlanta, GA
Job Summary:
- Provide friendly and personal support to the client community via various support channels
- Be the first point of contact to handle and resolve user issues, such as trust and safety and violation of community guidelines reports
- Understand the challenges users face and provide effective solutions
- Address support issues and identify top user issues
- Work with the team to proactively address them and find relevant solutions
- Evaluate workflows and propose recomendations to be more efficient, relevant and valuable internally and externally
- Directly interact with customers over the phone, email, and chat
- Follow up on orders and answer product knowledge questions
- Provide the ultimate customer experience
- Provide real-time support to Service Professionals in the field to ensure successful deliveries.
- Triage all incoming fleet customer support requests and resolve or escalate to the account owner.
- Collaborate with Account Management on escalated support requests and ensure positive customer outcomes.
- Assist with account implementation and launch.
- Escalate issues in real-time to customer contacts.
- Provide support for direct-to-consumer deliveries.
Skills on Resume:
- Client Support (Hard Skills)
- Issue Resolution (Hard Skills)
- User Empathy (Soft Skills)
- Workflow Evaluation (Hard Skills)
- Customer Interaction (Hard Skills)
- Order Follow-up (Hard Skills)
- Real-time Support (Hard Skills)
- Escalation Management (Soft Skills)
12. Customer Experience Associate, Lakeview Client Services, Minneapolis, MN
Job Summary:
- Manage daily brand and customer communications via email, SMS and social media
- Build loyalty and trust with brands and consumers through detailed and helpful responses
- Work with operations and engineering teams to spot patterns in CX communication and solve the root cause
- Help keep current tech stack up-to-date and aligned with best-in-class products within the industry
- Build and be a part of a world class customer service culture
- Provide world-class customer service at highest level of escalation.
- Partner with various departments from Legal to Logistics
- Analyze customer needs on an ongoing basis to assist in identifying and recommending enhancements.
- Day-to-day interaction with clients at multiple levels, including individual learners
- Manage processes to deliver team-based, training-as-a-service product to global clients
- Develop close working relationship with clients so understand & anticipate needs
- Track cohort progress to ensure successful course completion
- Participate & lead onboarding webinars/learner discussion forums
Skills on Resume:
- Communication Management (Hard Skills)
- Loyalty Development (Hard Skills)
- Cross-Functional Collaboration (Soft Skills)
- Tech Stack Management (Hard Skills)
- Service Excellence (Soft Skills)
- Problem Resolution (Hard Skills)
- Relationship Management (Soft Skills)
- Program Tracking (Hard Skills)