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Senior Customer Experience Zendesk Representative

Company: Xceleration Partners LLC
Location: Atlanta
Posted on: June 26, 2022

Job Description:

We're looking for an experienced, motivated Senior Customer Experience Zendesk Representative with exceptional problem-solving skills and who thrives in a fast-paced, collaborative environment to join our Customer Experience Team. This person will be an expert in managing Zendesk Support tickets, with high confidence and experience. Xceleration is a hybrid work environment.The Senior Customer Experience Zendesk Representative will interact directly with program participants by phone, e-mail, and Zendesk including issues that may be non-routine and/or complex. The Senior Customer Experience Zendesk Representative will be responsible for identifying trends, will act as a subject matter expert for assigned clients/vendors and will interface with teams across our organization to solve problems effectively and efficiently. Primary Responsibilities:--- Deliver VIP level customer service while interfacing with program participants via telephone/email--- Use Zendesk to document customer cases and solutions for all participant's inquiries and issues--- Establish and maintain processes and relationships to ensure strong communication with internal teams, including account management, fulfillment operations and finance. --- Identify and implement process improvements across the Customer Experience department. --- Assist in handling escalated customer inquiries --- Proactively communicate information internally and externally about account activities, trends, issues, and work progress to keep all appropriate parties informed--- Maintain documentation of customer inquiries and responses for future reference--- Support multiple programs for both domestic and international audiences and a variety of other tasks to support the Client Solutions TeamDesired Skills and Experience:--- 3+ years of senior level experience in a Customer Service department--- Zendesk experience is a must --- Driven and self-directed work ethic--- Exceptional organizational and time management skills--- Strong, dynamic interpersonal and phone skills--- Concise writing skills--- Excellent analytical thinking and problem-solving abilities. Ability to define problems, collect data, establish facts, draw valid conclusions, and implement solutions demonstrating initiative and follow-through--- Experience in a detail-oriented, tactical position, involving relationship building--- Strong proficiency in Windows, MS Office applications--- Ability to comprehend and communicate client business needs and propose creative and effective solutions--- Ability to manage multiple projects simultaneously with excellent follow up skills--- Ability to demonstrate a sense of urgency, resourcefulness, responsibility, and accountability--- Exceptional interpersonal, organizational, prioritization, and follow-up skills, with a strong commitment to being a team player and meeting the client's needs--- High school diploma or equivalentWhy Xceleration? --- Competitive pay, perks, and employee-first policies: company-paid holidays; generous PTO; flexible scheduling opportunities--- Benefits include Medical, Dental, Vision, Life, Legal, Short/Long-term Disability, 401(k) & Retirement planning--- Open-door management and HR practices, transparent career advancement planning and professional development opportunities.--- Comfortable, casual work environment-we are currently a Hybrid workforce, working from our Atlanta, GA location 2x weekly. This role is currently not Fully Remote. --- Participate in the solutions you build! Our employees participate in Xcel!, our internal recognition program. You'll use RewardStation-- - our proprietary software - to give and receive points for a job well done. You can redeem your points in a catalog built just for our team, with exciting merchandise, gift cards, travel & experience options, and more! A Little More About UsWe're a team of bright, driven professionals, each of whom brings unique perspectives, experience, ideas, and skills to our roles. Our company culture means everything to us - we call it CARE (Collaborative. Adaptable. Respectful. Efficient.) Every member of our team works hard to exemplify these qualities in every aspect of the work we do each day.We're looking for people who genuinely want to improve the efficiency and effectiveness of our team. It's not enough to be a cog in the machine here - and you'll never be treated like one. We want people who thrive in a fast-paced, flexible environment: people who can think creatively, problem-solve quickly, and who welcome change and challenge with positivity. We're always pushing ourselves and our solutions forward for our clients. If this sounds like you, we hope you'll apply to be a part of our team! PI183112451

Keywords: Xceleration Partners LLC, Atlanta , Senior Customer Experience Zendesk Representative, Accounting, Auditing , Atlanta, Georgia

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