Customer Experience Champion II – Driving Customer Satisfaction and Loyalty at careerzynith

Are you a customer experience enthusiast looking for a challenging and rewarding role where you can make a real impact? Do you thrive in a fast-paced environment where no two days are the same? Look no further than careerzynith, a leading provider of innovative solutions and services that empower people to live, work, and play.

At careerzynith, we're passionate about delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Experience Champion II, you'll play a critical role in driving customer satisfaction and loyalty by resolving customer needs through first-contact resolution and enhancing customer experiences with an emphasis on discovery, efficiency, and quality.

• *About careerzynith**

careerzynith is a global leader in the provision of training, technology, and communications services that transform the way we connect across the globe. We're a diverse network of people driven by our shared ambition to shape a better future. Our culture is built on the principles of innovation, creativity, and impact, and we're committed to empowering our employees to learn, grow, and thrive in a rapidly changing world.

• *What You'll Be Doing**

As a Customer Experience Champion II, you'll be responsible for:

• Handling and resolving customer concerns, while educating customers with varying complexity levels of device-related inquiries
• Turning every contact into a sell or save opportunity with a premium experience so customers will want to stay loyal to careerzynith
• Embracing the Service Plus mindset by resolving customer concerns and future concerns
• Providing an exceptional experience through discovery and targeted recommendations while leveraging customer-specific insights
• Navigating systems and using tools and resources to be self-sufficient and effectively provide billing explanations for the customers in your queue
• Serving as a brand ambassador and advocate for customers newly joined to careerzynith, throughout every contact and highlighting all that careerzynith has to offer through our products and services
• Practicing an acceptable level of Business Acumen that encompasses the best interest of the Company, Customer, and fellow employees
• After issues have been resolved, identifying plans and services that would suit customer needs in order to prevent future contacts
• Promoting and providing solutions about careerzynith products, including phone, home internet, and other services on each call, with the ability to meet and exceed monthly sales targets

• *Where You'll Be Working**

You'll work from home in this remote role, with occasional in-person training and meetings. You'll be based in Irving, TX, and will be required to attend training and periodic meetings at our hub location. You'll need to be within a reasonable commute to the hub location, which is located at 600 Hidden Ridge, Irving, TX.

• *What We're Looking For**

To be successful in this role, you'll need:

• A Bachelor's degree or one or more years of customer service experience
• One or more years of sales experience
• Experience resolving complex customer issues (including escalations), billing, and/or handling product Q&A
• A strong sales acumen with a track record of meeting or exceeding revenue goals
• Willingness to work a rotating schedule (shifts) including nights, weekends, and holidays based on the needs of the business
• The ability to work an assigned shift schedule, including static start, stop, breaks, and meal times, for up to or greater than 6 months at a time based on business needs
• Meet all home office requirements, including a private work space, minimum internet speed, and desk for the required equipment provided

• *Even Better If You Have**

• A degree
• Experience with Google's G-Suite (e.g., Docs, Sheets) and Microsoft Office Suite (Word, Excel)
• Experience troubleshooting hardware, software, applications, network, and device issues
• Experience promoting and upselling products or services
• Based on the required in-person training and periodic center collaborations of this role, candidates should live in Texas within a 75-mile radius of our listed hub location

• *Home Office Requirements**

• You'll work from home in this remote role, with occasional in-person meetings and training
• The home office must be located within the state of Texas and within a reasonable commute to the hub location specified on this job posting to attend training and periodic meetings as indicated by the business
• Internet service with a direct connection to a cable or fiber modem capable of at least 25mbps (per your service plan; a monetary stipend may be provided to you)
• Wireless connections, satellite, or DSL are not acceptable
• A dedicated, quiet, and private workspace
• careerzynith conducts periodic home audits via webcam to ensure your workspace meets requirements
• Ability to self-manage in a remote work environment, including setting up company-provided computer equipment and ongoing proactive, skilled, and effective management of your home network and connections

• *Equal Employment Opportunity**

careerzynith is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability, or other legally protected characteristics.

• *How to Apply**

If careerzynith and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above. Click the link below to apply:

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