Customer Experience Specialist

About the Role

The Global Customer Experience Specialist plays a crucial role in ensuring the outsourced customer service vendor consistently aligns with Coinstar's brand by fostering positive interactions with customers and retail partners. This role emphasizes vendor compliance with key contractual performance metrics.

Primary Responsibilities

• Align customer experience center leadership with Coinstar's culture, brand values, and mission.
• Track and analyze KPIs to guarantee the customer service center maintains quality standards as per the Statement of Work.
• Handle and authorize resolutions for Tier 1 customer service issues with the vendor.
• Address and resolve customer complaints across various channels such as social media, Better Business Bureau, and email.
• Participate actively in vendor meetings, quality calibration sessions, and business performance reviews.
• Facilitate meetings with vendor team leads to enhance operations.
• Conduct audits to verify adherence to company policies and procedures.
• Advocate for business strategies and oversee the introduction of new products.
• Provide recommendations to the Vendor Manager on current policies, procedures, and day-to-day process improvements.
• Collaborate with various departments to resolve vendor-related issues directly or indirectly, and assist with additional administrative tasks including managing multiple inboxes for different business lines.

Education & Experience

• High school diploma or equivalent required.
• At least two years of operational experience, preferably in customer service or call center environments.
• Supervisory experience is an advantage.

Skills & Abilities

• Proficient in Microsoft Office applications.
• Familiarity with call center technologies is preferred.
• Strong analytical skills for interpreting trends, identifying root causes, and providing recommendations.
• Adaptable and versatile, able to manage multiple priorities effectively.
• Excellent verbal and written communication ability.
• Spanish-English bilingual skills are highly desired.

Location & Working Hours

• This position is open to remote candidates based in Washington state or other U.S. Pacific Time Zone locations to facilitate team collaboration and business hours.
• Flexible work schedule required, accommodating hours between 5:00 AM and 8:00 PM Pacific Time.
• Up to 5% domestic travel is expected, with the possibility of one international trip annually.

Compensation & Benefits

• Starting hourly pay typically ranges from $22.82 to $30.83, with the potential to increase up to $37.00 based on performance.
• Competitive geographic-based pay ensures fairness relative to location.
• Short-term incentives granted based on company and individual performance.
• Comprehensive benefits including multiple medical plan options, dental and vision coverage, short- and long-term disability insurance, and life insurance.
• Retirement savings through Traditional and Roth 401(k) plans with immediate vesting company match.
• Paid time off starting at 18 days per year, plus 10 company holidays and 2 floating holidays, along with paid parental and adoption leave.
• Additional perks such as a corporate matching gift program and Employee Assistance Program.
• A flexible and casual work environment with remote work options.

Equal Employment Opportunity

Coinstar values diversity and inclusion, striving to create a workplace where everyone can thrive regardless of background. Reasonable accommodations are provided for persons with disabilities. Candidates are encouraged to apply even if they do not meet every qualification. This job description is intended to provide an overview of responsibilities and is not exhaustive; other duties may be assigned as needed.