The Global Customer Experience Specialist is responsible for ensuring services provided by our outsourced customer service vendor continually enhances the company brand through positive customer and retail partner interactions and experiences, as well as vendor adherence to contractual key performance indicators.
Key Responsibilities
Ensure that customer experience center leadership is in synch with Coinstar culture, brand, and valuesMonitor KPIs to ensure that the customer experience center delivers a quality customer experience as outlined in the Statement of WorkResolve and/or approve customer service Tier 1 issues for customer service vendorResponsible for resolving customer complaints via multiple platforms and various agencies (e.g., social media, Better Business Bureau, email, etc.)Participate in vendor meetings, quality calibration and business reviewsFacilitate vendor team lead meetings