Customer Experience Specialist II

Key Responsibilities:

The Customer Experience Assessor (CEA) monitors and assess voice, email, and chat interactions, relative to established criteria and calibrated standards, to ensure our customers have a memorable experience. These assessments are done on scoring forms and focus on areas such as job knowledge, accurate system usage, soft skills, and first contact resolution. The CEA will provide additional mentoring of agents in the greatest need, such as new hires and/or those below goal. Additionally, the data from all evaluations rolls into a database where you will uncover feedback for targeted training, development, and/or process improvement to drive an improve customer experience and ultimately CAS. To ensure assessments are scored in sync with established standards and participate in monthly calibration sessions.

Education and skills

• A bachelors degree is helpful, applicants with shown experience and knowledge will also be considered. 

Experience:

• Experience in working across functions and establishing strong working relationships. 
• Needs minimum direction to achieve interpersonal goals. 
• Candidates must be fully trained on all CS processes and procedures including phone, email and RGA training. 
• At least 4 years’ experience in one of our CCG US call centers as a Customer Service Agent, while maintaining strong quality scores.
• Demonstrates knowledge of systems and procedures related to Thermo Fisher Customer Service.
• Demonstrates strong interpersonal skills using judgement when needed.
• Strong focus with attention to detail.
• Strong time management and prioritization skills.
• Self-motivated yet know when to seek mentorship.
• Positive demeanor and works well independently and with a team.