Customer Experience Associate

Do you love listening to and helping others with immediate solutions and enjoyable customer experiences? Are you a tenacious problem-solver committed to enhancing customer service?

Our team in Fine Tune Partners Customer Experience Center would love to meet you!

As a Customer Experience Specialist for a fast-growing company with significant career advancement opportunities, you would help bring to life our mission, values and commitment to Client-focused culture and service.

Key job responsibilities:

You'll be a part of our growing Communications Team to help create a positive customer experience that supports our business expansion and showcases Fine Tune Partners as an employer and vendor of choice.

A day in the life

• Provide extraordinary customer service and customer experience, listening intently to their needs and responding promptly and professionally to customers, equipment requests and inquiries by telephone and other channels
• Enter data for the quick dispatch and documentation of the partner’s needs using our company portal.
• Dispatch and communicate the partner’s needs to our branches accurately and in a timely manner
• Guide callers through troubleshooting, navigating the company portal or reaching out to local branches who can help pickup or deliver equipment
• Respond to customer questions clearly and kindly check for customer understanding and acceptance of information provided
• Establish and maintain a rapport with customers by working to anticipate their needs and share concerns with supervisors
• De-escalate situations involving frustrated customers, listening and offering patient assistance and support
• Collaborate with other call center professionals to improve customer service and experience
• Participate in regular professional development trainings and maintain updated knowledge of all equipment, services, and policies
• Additional duties as assigned by the Call Center Manager

About Fine Tune

Headquartered in Chicago, Illinois, Fine Tune partners with companies to source, negotiate, manage and audit certain ‘nuisance expense’ programs. Led by executive-level industry insiders, Fine Tune has also developed proprietary auditing software which monitors client invoices to ensure adherence with the implemented agreements. Several of the world’s most recognizable brands have chosen Fine Tune, including Cargill, Pep Boys, Siemens, Advance Auto Parts, Caterpillar, and MilliporeSigma. Our Mission is to add lasting value for our clients by deploying our world-class expertise with honesty, dedication, and vigilance.

Qualifications:

• Dependable and punctual record of attendance with intrinsic customer-focused motivation
• Friendly, positive demeanor showing patience, empathy, and clear understanding of professional boundaries with clients and colleagues
• An ability to learn quickly, multi-task, and utilize effective communication skills
• Flexible and adaptable with a positive disposition to changes in a fast-paced environment
• Ability to listen patiently and explain concepts in a clear, simple manner to customers
• Ability to maintain a calm and polite manner in stressful situations
• Understand and exceed Key Performance Indicators set by the Call Center Manager
• Familiarity and ability to use Microsoft Office (Outlook, Word, Excel, Teams)
• Ability to quickly learn and apply new technologies and processes
• Excellent attention to details and fast typing skills
• Familiarity with customer-relationship management (CRM) software programs preferred

Education and Experience

• 1+ year of previous customer service experience
• High school diploma

Job Type: Full-time, Part-time

Pay: $21.00 - $29.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 1 year

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• Call center
• Remote

Education:

• High school or equivalent (Preferred)

Experience:

• Call Center: 1 year (Preferred)
• Multitasking/Fast Paced environment: 1 year (Preferred)

Language:

• English (Preferred)

Work Location: Remote

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  Health insurance

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