Customer Solutions Specialist Job Description
Job summary 1
We’re looking for an amazing Customer Solutions Specialist to fill this role. You'll be responsible for providing exceptional service to our guests, travel advisors, and internal customers as well as responsible for handling Tier I and Tier II contacts from Contact Center teams both frontline and backroom, travel advisors, and guests. Tier I support includes but is not limited to: reservations and travel questions, interpretation of policies, administrative booking support including employee programs, and the support of our loyalty programs. The Customer Solutions Specialist will also be responsible for triaging phone contacts from guests post-cruise, providing transactional support on issues such as basic folio disputes, and engaging the Onboard Experience Support team on experience-related concerns. Tier II support includes the handling and de-escalation of issues using listening skills, empathy, and empowerment. This position is aligned with the Company’s strategy of maintaining the highest levels of guest satisfaction and loyalty.
Duties & Responsibilities 1
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Requirements & Skills 1
Job summary 2
The Customer Solutions Specialist will possess an understanding of branch operations, regulatory guidelines, policies, procedures, products, and services, and adhere to all audit requirements which pertain to specific accountabilities for the Bank. The incumbent must also possess a thorough understanding of the core systems at the Administrator level, as well as be proficient as an end user. This position serves as a subject-matter expert, responding to external and internal inquiries.
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Job summary 3
The Customer Solutions Specialist is an interactive customer solution specialist, focused on problem and conflict resolution. The candidate must be driven by a passion to help others with problems both simple and complex. An outstanding communicator who can speak with a customer and, through inquiries, can develop an understanding of the issue, and determine an action path to resolve the concern. The candidate will exercise issue ownership and will be the single point contact for any customer inquiry. From the initial call to the final resolution, the specialist will coordinate resources and skillsets to resolve the customers' inquiry, and once resolved document and elevate the issue to Quality for root cause evaluation and process review.
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Job summary 4
The Customer Solutions Specialist coordinates activities to maximize client satisfaction through a closed-loop problem-resolution process. They monitor client service failures and the timelessness and appropriateness of the functional groups’ responses. They will also interact with functional groups to analyze chronic service failures and implement corrective actions. The Customer Solutions Specialist will evaluate optimal service delivery options for key customers.
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Job summary 5
As a Customer Solutions Specialist, you’re a dependable team player that will assist with the following daily tasks: processing orders, back order assistance, vendor outreach, and inbound phone calls from our customers. You excel in working efficiently and effectively in a fast-paced, evolving environment, with minimal errors. Building strong relationships with your teammates and being available wherever needed will ensure that World Class care is given to our customers. Your passion to go above and beyond for our customers, and your team, and having strong attention to detail is essential in this role!
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Job summary 6
The Customer Solutions Specialist exists to analyze, process, and articulate various participant requests and inquiries about Company Financial Resources' insurance via our toll-free service. Customer Solutions Specialists serve as the customer’s primary point of contact. They are usually the initial and only liaison between participants and the various levels of Company personnel imperative to facilitating expedient, professional, and personal service.
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As a Customer Solutions Specialist in the Solutions Center, you are our Company energy brand champions! You will be building customer connections through Company energy’s sustainability journey, educating on our products, and providing exceptional customer experiences with each customer interaction.
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Requirements & Skills 7
Job summary 8
As a Customer Solutions Specialist in the Solutions Center, you are our Company brand champions! You will be building customer connections through the Company’s sustainability journey, educating on our products, and providing exceptional customer experiences with each customer interaction.
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Job summary 9
The Customer Solutions Specialist will be responsible for inside contact between the customer and company and support marketing activities.
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Job summary 10
We are seeking a Customer Solutions Specialist at our corporate office. This candidate will be responsible for add-on sales to the entire customer base, along with assessing general customer satisfaction and escalating any customer issues.
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Frequently asked questions
What are 10 things customer solutions specialists do?
Customer Solutions Specialists, also known as Customer Support Specialists or Customer Service Representatives, are professionals who provide assistance, resolve issues, and ensure customer satisfaction. Here are ten things that Customer Solutions Specialists typically do:
Customer Support: They serve as the primary point of contact for customers, addressing inquiries, providing product information, and assisting with troubleshooting. They handle customer inquiries through various communication channels, such as phone, email, chat, or social media.
Issue Resolution: Customer Solutions Specialists work to resolve customer concerns or complaints efficiently and effectively. They gather relevant information, analyze the problem, and offer appropriate solutions or escalate complex issues to higher-level support or management, if necessary.
Product Knowledge: They develop a deep understanding of the company's products or services. They stay updated on product features, updates, and changes to provide accurate and up-to-date information to customers.
Customer Education: They educate customers on product usage, features, and best practices. They may provide guidance, demonstrations, or tutorials to help customers maximize their product experience and address any challenges they may encounter.
Order Processing: Customer Solutions Specialists assist customers with order placement, tracking, and fulfillment. They handle order inquiries, update customers on order status, coordinate with logistics or shipping teams, and address any issues related to orders or deliveries.
Problem Solving: They use problem-solving skills to analyze customer issues, identify root causes, and determine appropriate solutions. They may work with internal teams, such as technical support or operations, to resolve complex issues or investigate product-related problems.
Documentation and Reporting: Customer Solutions Specialists maintain accurate records of customer interactions, inquiries, and resolutions. They document customer feedback, recurring issues, and suggestions for process improvements. They may also generate reports or share insights with relevant teams to enhance the customer experience.
Relationship Building: They build and maintain positive relationships with customers. They strive to understand customers' needs, demonstrate empathy, and provide personalized support to enhance customer loyalty and satisfaction.
Upselling and Cross-selling: Customer Solutions Specialists may identify opportunities to upsell or cross-sell products or services to customers. They recognize customer needs and offer relevant solutions or promotions that align with their requirements.
Continuous Learning: They stay updated on industry trends, customer service best practices, and product knowledge. They engage in training sessions, attend team meetings, and actively seek feedback to improve their skills and provide exceptional customer service.
It's important to note that the specific responsibilities of Customer Solutions Specialists may vary depending on the industry, company, and the level of support they provide. However, the core focus remains on ensuring customer satisfaction, resolving issues, and providing timely and effective support.
What are customer solutions specialist skills?
Customer Solutions Specialists require a range of skills to effectively address customer inquiries, resolve issues, and provide satisfactory solutions. Here are some key skills that are important for Customer Solutions Specialists:
Communication Skills: Excellent verbal and written communication skills are essential for Customer Solutions Specialists. They need to effectively convey information, actively listen to customer concerns, and provide clear and concise explanations or instructions.
Customer Service Orientation: They should have a customer-centric mindset and a genuine desire to help and assist customers. Being empathetic, patient, and understanding is important in delivering exceptional customer service.
Problem-Solving: Customer Solutions Specialists need strong problem-solving skills to identify and analyze customer issues or concerns. They should be able to assess situations, evaluate available information, and provide appropriate solutions or escalate complex problems to higher-level support.
Product Knowledge: In-depth knowledge of the company's products or services is crucial. Customer Solutions Specialists should understand product features, functionalities, and usage to provide accurate information and effectively address customer inquiries or issues.
Technical Aptitude: Depending on the nature of the products or services, some Customer Solutions Specialists may require technical skills. This can include proficiency in using software applications, troubleshooting technical issues, or understanding basic technical concepts related to the products.
Adaptability: Customer Solutions Specialists often encounter a variety of customer inquiries or issues. They should be able to adapt to different customer needs, quickly understand new scenarios, and adjust their approach accordingly.
Time Management: Efficient time management skills are essential to handle customer inquiries or issues promptly. Customer Solutions Specialists need to prioritize tasks, manage their workload effectively, and ensure timely resolution of customer concerns.
Emotional Intelligence: Understanding and managing emotions, both their own and customers', is crucial for Customer Solutions Specialists. They should be able to navigate challenging or difficult situations with emotional intelligence, maintain composure, and provide constructive solutions.
Active Listening: Active listening skills enable Customer Solutions Specialists to understand customer concerns fully. They should be attentive, ask clarifying questions, and demonstrate that they value and respect the customer's perspective.
Teamwork and Collaboration: Customer Solutions Specialists often work as part of a team or collaborate with other departments. Strong teamwork skills help in sharing information, seeking assistance when needed, and collaborating effectively to deliver seamless customer service.
These skills contribute to delivering high-quality customer support and ensuring customer satisfaction. Customer Solutions Specialists who possess these skills can effectively address customer needs, resolve issues, and foster positive customer experiences.
