The Customer Experience Representative acts as a liaison between NFIB members and the rest of the organization. Responsible for contacting new and existing NFIB members with a variety of call content designed to enhance our member's experience and create member engagement. Works to foster exceptional customer service and member retention through in-depth knowledge of company programs, products and procedures. Performs additional member-focus duties as needed, such as: reports, member verification, email communication, and internal support of member issues from various departmental areas. Assists with general office duties including answering the phone, filing, copying and faxing.
High School diploma or equivalent.
Three (3) years customer service experience in a telephone environment. Outbound phone sales experience or experience in a membership-based organization a plus.
Proficiency in Microsoft Office. Strong working knowledge in Word and Excel essential. Ability to do internet research. Experience with CRM software.
Good verbal and written communication skills necessary. Excellent interpersonal, exceptional customer service, and strong organizational skills required.
Accurate proofreading and excellent business writing skills are a must.
Resourceful; possesses the ability to research inquiries, source information, and provide appropriate response.
Prolonged periods of telephone use required.
Equal Opportunity Employer