Client Experience Specialist I

• CES I – Entry-level role with the organization, with minimal experience. 
• CES II – Demonstrated performance to be high level of productivity and quality and/or significant functional experience. Typically, cross-trained to perform multiple functions within the CES department. May include lead responsibilities such as training, reporting, work management, and escalation support.
• CES III - Key leadership support for supervisors. Responsibilities include CES training and coaching, reporting, work management, and escalation support. Typically seen as a supervisor- in-training role.

• Support key constituent groups including Customers, Designers, Installers, and corporate office through inbound and/or outbound communications.
• Educate the Client by clearly communicating and emphasizing the benefits of our service while minimizing client concerns.
• Capture and maintain accurate and complete information into CRM system. 
• Manage and resolve complicated situations relating to Client orders. 
• Work with supervisory teams to identify effective resolutions for key constituent groups.
• Maintain individual and team service level targets.
• Identify and report trends in Customer, Designer, and Installer satisfaction or dissatisfaction.
• Additional position-related duties and/or projects may be assigned.
• Identify the correct plan of action to resolve the client’s concerns quickly and correctly. 
• Provide a high quality of service by following through on determined plan of action.
• Work efficiently and accurately to ensure client’s expectations are met or exceeded. 
• Communication by phone and/or email is required with Clients, Designers, Installers, Region Sales Managers, and Vendors. 
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position(s).

• Basic knowledge of MS Office with emphasis on Word and Excel
• Good communication, organizational, analytical and math skills
• Outstanding customer service and conflict resolution skills
• Excellent multi-tasking skills with ability to shift priorities
• Team player with a positive attitude and work ethic
• Comfortable working in a fast-paced environment
• Highly adaptable to change
• Excellent telephone personality
• Detail oriented
• Effective time manager
• Global thinker

Education and/or Experience

• 1+ years’ experience in a call center, customer service, or order desk environment
• 1+ years’ experience in general administrative duties
• Bilingual English/French- or French-Canadian a plus, Bilingual English/Spanish a plus
  

Job Conditions

• Hybrid office environment with business-casual/casual attire
• Able to work hybrid (Portland office/remote combo) or 100% remote for many positions
• For hybrid or 100% remote work, minimum internet bandwidth is required
• Routine usage of multiple computer screens simultaneously
• FSLA non-exempt status; regular business hours include Monday - Friday, 40 hours per week
• On occasion required to exceed 8 hours per day and/or 40 hours per week

• Job does not require travel

• Pay commensurate with experience
• Medical, dental and vision plans
• Company contribution to an HSA account annually
• Company paid STD/LTD/Life Insurance
• 401(k) with company matching
• Above industry standard Paid Time Off (PTO), including paid holidays
• Opportunities for worked holidays are paid double-time hourly compensation (Thanksgiving & Christmas Day excluded; office is closed these two holidays)
• Company provided mental health and financial wellness programs
• Life Assistance Program 100% company-paid