Job Title:
Multichannel Account, C1, Pavas 2025
Job Description
Our mission is to deliver exceptional assistance to our customers with the highest level of quality in both product knowledge and communication skills, and in the process, consistently meet and exceed customer expectations.
Job Title: Customer Experience Specialist
Department: Customer Experience
Reports To: Sr. Manager, Account & Customer Success
Job Summary:
We are seeking a dedicated and detail-oriented Customer Experience Specialist to manage and resolve customer inquiries across multiple support channels. This role involves handling inbound phone calls, emails, and future live chat support to provide timely assistance related to accounts receivable, billing, parking services, and chargeback disputes. The ideal candidate will have excellent communication skills, strong problem-solving abilities, and a customer-focused mindset to ensure a positive customer experience.
Key Responsibilities:
Support Channels:
- Handle inbound and outbound phone calls per month via 8x8 phone system.
- Respond to customer emails through the Zendesk ticketing system.
- Provide live chat support when the channel becomes available in a future phase.
Support Areas:
Accounts Receivable & Billing Support:
- Respond to billing and payment inquiries.
- Manage late fees, account adjustments, and tax exemption documentation.
- Process account changes, updates, cancellations, refunds, and escalate issues as necessary.
General Customer Service Support:
- Provide information on garage operating hours, rates, policies, and vehicle classifications.
- Investigate overcharge complaints and issue refunds when appropriate.
- Address service complaints related to customer experience and staff interactions.
- Clarify policies on lost tickets, grace periods, and refund eligibility.
- Respond professionally and promptly to customer reviews on platforms such as Trustpilot.
Chargeback Dispute Management:
- Gather and compile supporting documentation for disputed transactions.
- Submit formal dispute responses and monitor the status of each case.
- Collaborate with internal teams to ensure accurate and timely submissions.
Qualifications:
- High school diploma or equivalent; Associate’s or Bachelor’s degree preferred.
- Previous experience in customer support or a related field is highly desirable.
- Experience with 8x8 phone system and Zendesk ticketing support platform preferred.
- Excellent verbal and written communication skills.
- Strong organizational skills and ability to multitask in a fast-paced environment.
- Problem-solving mindset with the ability to handle escalations professionally.
- Ability to work independently and as part of a team.
Work Environment:
Typical work hours are Monday through Friday, 8:00 AM to 6:00 PM ET, with occasional extended hours during peak periods as needed.
Location:
CRI San Jose - Jacks
Language Requirements:
Time Type:
2025-12-31
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