Senior Customer Experience Zendesk Representative
Company: Xceleration Partners LLC
Location: Atlanta
Posted on: June 26, 2022
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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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