The Client Experience Specialist is responsible for ensuring exceptional service and support to not only our clients, but to peers within Tekmanagement as well. When clients call our main line, your voice is one of the first things they hear. You are a member of the Tek team and are to protect your fellow employees and the Tek culture. This full-time position requires a 40-hour workweek during support hours from Monday to Friday 7:00am-5:00pm, aligning with peak client needs. The Client Experience Specialists report directly to the Client Experience Team Lead.

Key Responsibilities:

• Customer Experience Excellence: You provide the highest level of customer service possible to Tekmanagement clients and internal employees. Client Experience Specialist is responsible for triaging ticket issues and assigning them to their pertinent status/priority level, coordinating service and project work based on client and technicians’ schedules, and follow up on those services or project tickets to completion. Act as the point of escalation for complex issues. Uphold service level agreements (SLAs) to ensure customer satisfaction and ensure that the team consistently meets or exceeds performance metrics based on customer feedback and data provided in bi-weekly meetings.
• Phone Queue: Based on the Client Experience Specialist daily schedule provided by the Client Experience Specialist Lead, answer phone calls from clients experiencing new issues, or following up on known issues. Triage status and priority of the issue as described by the client and assign accordingly to the HelpDesk, Field Technicians, or Sales team.
• Monitor Service/Project Boards: Based on the Client Experience Specialist daily schedule provided by the Client Experience Specialist Lead, monitor each of the service/project boards and statuses every day. Communicate with clients, technicians, or vendors to confirm next steps for the given issue and assign/complete/escalate the ticket based on correspondence. Triage tickets based on priority level and SLA status. Ensure client satisfaction by providing timely follow-up.
• Cross Department Collaboration: Communicate with the HelpDesk, Field, Sales, and Management teams to ensure all team members working on a given issue have all the information they need to ensure smooth coordination of customer support initiatives. Facilitate communication between departments to align customer priorities and business objectives.
• Monitor Teams: Microsoft Teams is an integral function of the Client Experience Specialist team. Each Client Experience Specialist member is expected to uphold internal communication SLAs and monitor their numerous Teams messages and group chats to distribute information effectively for technicians and other support staff.
• Time Management: Effectively plan, prioritize, and allocate time to each board/status you are assigned, per the Client Experience Specialist Daily Schedule.
• Personal growth and development: Demonstrates a commitment to continuous self-improvement by seeking opportunities to develop skills, knowledge, and expertise. Embraces feedback as a tool for growth and proactively sets and pursues goals for personal and professional advancement. Adapts to new challenges with a learning mindset, fostering resilience and a dedication to ongoing development.

Required Competencies:

• Customer Experience Excellence: Provide support to your co-workers and Tekmanagement’s customers. Ensure every customer and co-worker receives excellent service according to the Tekmanagement way.
• Effective Communication: Be quick to listen and slow to speak. Collaborate with customers and co-workers to improve overall customer experience. Communicate in a concise and adept manner to clients while providing top notch customer service, while also protecting the people, the brand, the assets, and the reputation of the company.
• Interpersonal Skills: Clear and effective communication is crucial. This includes both verbal and written communication. Clients may be frustrated or stressed, especially when dealing with technical problems. Patience is key to managing these situations calmly and effectively. The ability to adapt to different clients and situations is important. This includes being flexible with different communication styles and adjusting to various client needs.
• Critical Thinking: The ability to break down complex problems into manageable parts and understand the underlying issues. Assess the urgency and importance of different tasks and issues; this helps in diagnosing technical problems accurately. Evaluate different solutions and choose the most effective one for the given situation and client needs. Able to adjust thinking and approaches based on latest information or changing circumstances.
• Problem Solving: The ability to analyze problems, identify their root causes, and understand the components involved. Knowing how to leverage available resources, including tools, documentation, and team expertise, to solve problems. This also involves knowing when to escalate issues to higher-level support. Carefully examining all aspects of a problem to ensure that no detail is overlooked.
• Technical Proficiency: Broad knowledge of Tekmanagement’s products and services including computer hardware, software, and operating systems.
• Resourcefulness: Demonstrates the ability to adapt quickly to challenges, finding innovative solutions and using available resources efficiently to achieve goals. Proactively seeks information, tools, and support to maintain productivity, anticipates roadblocks, and develops contingency plans to ensure progress.

Required Character Traits:

• Integrity and Honesty: Demonstrates ethical behavior and transparency in all actions, even when no one is watching.
• Humility: Practice humility with all. Know your capacities, defer to others more capable, seek input, and receive guidance.
• Cheerfulness and Uplifting Attitude: Maintains a positive and encouraging demeanor, fostering a pleasant work environment.
• Compassion and Service-Minded: Shows genuine care for customers and team members, prioritizing their needs and well-being.
• Consistently Positive: Inspires and guides the team with a clear vision, leading by example.
• Self-Motivated and Hard-Working: Takes initiative and consistently puts in the effort to achieve goals.
• Results-Oriented: Focused on achieving measurable outcomes and driving the success of the company.
• Accountability: Practices personal and team accountability.
• Protectiveness: Protects the people, the brand, the assets, and the reputation of the company.
• Golden Rule: Treats others the way you want others to treat you.
• Dependable: Demonstrates the character to be reliable, steady and trustworthy. Your teammates can count on you to do your job correctly and on time.
• Empathy: Possesses the ability to take on another’s perspective, to understand, feel, and possibly share and respond to their experience.

Job Type: Full-time

Salary: $18 to $20 per hour Plus Benefits

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Experience:

• At least 1 year experience in customer service environment
• 1-2 years of experience in scheduling, dispatching, or coordination roles
• Proficient typing and data entry skills.
• Must be able to sit in front of a computer for up to 8 hours.
• Out of the box thinking and problem-solving skills. Must have a learner’s mindset.
• Ability to be flexible in a team environment, but still able to work autonomously.

Ability to Commute:

• Medford, OR 97504 (Required)

Ability to Relocate:

• Medford, OR 97504: Relocate before starting work (Required)

Work Location: In person