Customer Experience Representative - Remote

Overview

The Customer Experience Representative at Titan Cloud plays a crucial role in providing a positive first point of contact for customers, addressing issues and ensuring a seamless experience through effective communication and problem-solving.

In Short

• Provide a positive first point of contact with customers who may be having an issue.
• Utilize ticketing and several proprietary software systems.
• Escalate customer issues appropriately and report emergency situations to management.
• Handle requests and projects as directed in a timely manner.
• Update multiple systems with most up-to-date information.
• Perform Q/A Testing on systems as needed.
• Work cross-departmentally to streamline processes.
• Support fueling locations and vendors in alignment with dispatching and troubleshooting protocols.
• Dispatch maintenance issues using a variety of Standards of Procedures (SOPs) and Service Level Agreements (SLAs) to vendors nationwide.
• Perform other duties as assigned.

Requirements

• Strong communication skills.
• Experience with customer service or support roles.
• Ability to manage multiple tasks effectively.
• Familiarity with ticketing systems.
• Problem-solving skills.
• Ability to work cross-departmentally.
• Attention to detail for Q/A testing.
• Understanding of dispatching protocols.
• Ability to follow SOPs and SLAs.
• Flexibility to perform other assigned duties.

Benefits

• Opportunity to work with a market-leading company.
• Gain experience in customer service and operational support.
• Work in a collaborative environment.
• Contribute to significant cost savings for clients.
• Engage with a diverse range of clients and issues.