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Featured Employers
Customer Experience Specialist
Company: HEARST
Location: Dallas, TX
Employment Type: Full Time
Date Posted: 02/24/2021
Expire Date: 05/14/2021
Job Categories: Computers, Software, Customer Service and Call Center, Information Technology, Executive Management, Quality Control, Research & Development
Job Description
Customer Experience Specialist


The primary duty is the performance of office or non-manual work directly related to the general business operations of Homecare Homebase customers. Customer Experience Specialist is responsible for handling software support calls initiated by customers.  Specialists are trained in specific areas of the application and should become product experts in that area.  Must possess the ability to communicate effectively both orally and written correspondence.  They will be responsible for follow up communication with customers to request additional information or clarify information provided.  The specialists should be detail oriented and able to manage multiple projects simultaneously.  Responsible for independent research and testing of application to resolve customer concerns.  Point person for all direct questions coming from the Customer Experience Representatives.


Essential Duties and Responsibilities:

  1. Monitor the RightNow unassigned ticket queue to triage, prep, resolve, or escalate customer issues as appropriate Answer the incoming HCHB customer support phone line.

  2. Answer any incoming customer chats.

  3. Monitor the RightNow unassigned queue to triage, prep, resolve, or escalate customer issues as appropriate.

  4. Watch for trends in RightNow tickets.

  5. Act as the point person for the Customer Experience Representatives and answer all questions that are presented.

  6. Work directly with the Manager of Customer Services to assist with day to day operations of the first and second levels of Customer Services.

  7. Adhere to departmental policy regarding necessary documentation.

  8. Effectively provide consultation to and educate customers on the appropriate use of all products within the Homecare Homebase suite.

  9. Research data functionality and report problems to the development team with needed steps for customer resolution.

  10. Utilize SQL Enterprise Manager to make data changes and corrections using approved queries specific to functional area.

  11. Develop and ensure timely resolution to customer work orders.

  12. Develop relationships with customers to provide resolution to software challenges.

  13. Stay current on new functionality and software changes for quarterly releases, biweekly service packs and emergency hot fixes.

  14. Participate in training programs for additional support team members and other department staff on applications.

  15. Act as a resource person to the implementation team members as needed while on site with a new customer.

  16. Educate new customers on the operations of the Customer Services team and how to obtain assistance when needed.

  17. Assist customer field agents to utilize the hand held application and synch data back to the office based application.

  18. Assist in training new and existing employees in the department.

  19. Adhere to departmental policy regarding assigned shifts and lunch breaks.

  20. Adhere to HIPAA policies of Homecare Homebase.

  21. Assure confidentiality of agency information.

  22. Additional duties and responsibilities as assigned.


This position does not provide sponsorship. All applicants should either be US Citizens or Permanent Residents eligible to work in the US without immigration restrictions.

Contact Information
Contact Name:
Company Name: HEARST
Contact Email:
Website: https://eevd.fa.us6.oraclecloud.com...
Company Description:

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