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Customer Experience Specialist Job in Columbus, Ohio US

Customer Experience Specialist

Crowe LLP - Columbus, OH

Posted: 4/21/2021 - Expires: 7/20/2021

Job ID: 226479980

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Job Description

Your Journey at Crowe Starts Here:

At Crowe, you have the opportunity to deliver innovative solutions to today's complex business issues. Crowe's accounting, consulting, and technology personnel are widely recognized for their in-depth expertise and understanding of sophisticated process frameworks and enabling technologies, along with their commitment to delivering measurable results that help clients build business value. Our focus on emerging technology solutions along with our commitment to internal career growth and exceptional client value has resulted in a firm that is routinely recognized as a "Best Place to Work." We are 75 years strong and still growing. Come grow with us!

Job Description:

As a Customer Experience Specialist, your role will involve working assisting participants in employee stock ownership plans (ESOP). You will answer their questions about their ESOP account and their options. You will provide timely communication and problem resolution to these participants, answering and addressing their questions and concerns regarding their ESOP benefits.

To be successful in this role you will need to bring passion around customer advocacy and provide a high level of exceptional customer service.

Responsibilities:

Have an excellent telephone manner with clear, concise and professional communication skills
Effectively handle high volume inbound calls, emails, voicemails and respond to inquiries regarding client ESOP issues.
Ability to accurately collect information to understand and assess the caller's needs and situation
Ability to remain calm in a fast-paced, self-directed, team-based environment
Willingness and desire to support calls 75% - 100% of workday, in addition to other administrative responsibilities (e.g., responding to emails, etc.)
Interpret manager and customer requests and bring to resolution within required timeframes
Demonstrate a level of empathy for the personal circumstances of our customers
Attention to detail logging cases in case management system clearly as well as timely
Excellent communication, organizational and customer service skills
Ability to learn quickly and navigate between systems to obtain answers and information
Able to prioritize and juggle multiple competing responsibilities
Collaborate with managers, colleagues, clients and/or vendors to resolve issues within defined timeframes
Consistently demonstrate excellent customer service skills
Participate in scheduled and ad hoc training in order to improve knowledge
Perform special projects, including data input and assisting with large mailings
Attend virtual weekly group meetings
Secure and maintain confidential information
Assist with filing, record maintenance and document imagine
Develop understanding of company's operations and clients base
Capacity to recognize and identify the cause of process failures and proactively suggest areas for process improvement

Education and Experience

High School Diploma or GED Equivalent
Two years or more work experience in a complex client/customer service environment
Proven job stability
Proficient in Microsoft Office
Familiarity with retirement industry/benefits is a plus
Multi-lingual in Spanish is preferred
Experience with ServiceNow ticket/Incident Tracking

About the Team: The Tax team at Crowe develops positive relationships with clients by providing value, knowledge and strategy focus. As part of the Tax group, you will be part of a collaborative team with deep specialization. We use proactive approaches and innovative tax technology to provide high quality tax services to our clients. If you are committed to client excellence, want to be part of a growing organization and are looking to expand your career, then Croweis the place for you.Learn more about our Tax team

Our Benefits: At Crowe, we know that great people is what makes a great firm. We value our people and offer employees a comprehensive benefits package.Learn more about what working at Crowe can mean for you!

How You Can Grow: We will cultivate your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach who will guide you in your career goals and aspirations. Learn more about where talent can prosper.

More about Crowe: Crowe www.crowe.com ) is one of the largest public accounting, consulting and technology firms in the United States. Crowe uses its deep industry expertise to provide audit services to public and private entities while also helping clients reach their goals with tax, advisory, risk and performance services. Crowe is recognized by many organizations as one of the country's best places to work. Crowe serves clients worldwide as an independent member of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent accounting and advisory services firms in more than 130 countries around the world.

 

Our Benefits:

At Crowe, we know that great people is what makes a great firm. We value our people and offer employees a comprehensive benefits package. Learn more about what working at Crowe can mean for you!

How You Can Grow:

We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations. Learn more about where talent can prosper!

More about Crowe:

Crowe (www.crowe.com) is one of the largest public accounting, consulting and technology firms in the United States. Crowe uses its deep industry expertise to provide audit services to public and private entities while also helping clients reach their goals with tax, advisory, risk and performance services. Crowe is recognized by many organizations as one of the country's best places to work. Crowe serves clients worldwide as an independent member of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent accounting and advisory services firms in more than 130 countries around the world.

Crowe LLP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

EOE M/F/D/V

Identified Skills


Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
No
Education Level:
High school graduate
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
53738104
Salary
N/A
Licenses / Certifications:
N/A
Display Recommended WorkKeys®Recommended WorkKeys®:
N/A