Customer Experience Representative

POSITION TITLE

Customer Experience Representative

LOCATION

This position is available to remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

YOUR ROLE

As the Customer Experience Representative for Global Care Solutions, you will play a critical role in the execution of Global Care Solutions' strategic initiatives and external-facing activities. Your experience, skills, and expertise will be utilized to provide proactive and exceptional customer- focus service and support in an omni channel environment. This is an excellent opportunity to work collaboratively as part of a high-impact, mission-critical team while assuming additional responsibilities to expand knowledge and skills.

WHAT YOU WILL BE DOING• Responding to customer queries in a timely, effectively, and in a professional manner, via phone, email, social media, and chat applications• Guiding and supporting customer's needs and recommending solutions with personalized, timely and relevant assistance.• Providing website navigation support, updating customers' accounts, and providing insight specific to each customer • Educating customers about new product features and functionalities both inbound and outbound communications• Acting as a liaison between internal teams to ensure customer needs are being met• Gathering information to identify gaps and recommending strategies to strengthen customer experience metrics• Researching, troubleshooting, diagnosing, and reporting out on issues flagged by customers• Documenting processes and logging technical issues, as well as customer compliments and complaints• Cultivating new business opportunities by asking questions, mining presented opportunities, and sharing the findings with the customer experience manager, product manager and new business development teams• Collaborating with customer experience manager, account management, marketing, and sales teams to enhance customer service and brand awareness. • Helping in performing product tests, evaluating after-sales and support services to keep fine-tuning the customer's experience• Aligning and rolling out marketing initiatives and communications in an omni channel approach

WHAT YOU BRING• BA/BS or equivalent experience• 2- 4 years' experience as a customer experience specialist, or a similar customer support role• Inbound and Outboard call environment experience• Must have the ability to work independently and drive change but also be a team player• Customer-first mindset• Quick Learner; able to learn new technological platforms and web infrastructure• Ability to think critically and problem-solve quickly, as well as be comfortable adapting to new experiences and change • Ability to work cross - functional across business units i.e. product, marketing, sales• Possess a positive, self-starter attitude that performs well without direct supervision• Proficiency in Microsoft Word, Excel, Outlook and CX and CRM software such as Salesforce, Dynamics 365

GENERAL EXPECTATIONS• Understand the needs, motivations, and emotions of customers, then apply learnings to strengthen customer experience• Demonstrate a constant passion for fulfilling our mission in a high-touch organization; don't be afraid to try, dig in, and deliver• Engage in activities with a sense of humor, good judgment, professionalism, urgency, and attention to detail• Consistently nurture and represent our organization, mission/vision, programs, and activities with a strong, positive image both internally and externally• Diligently, attentively, flexibly, respectfully, and ethically undertake and deliver responsibilities to the very best of your ability based on experience, current skills, and targeted skills• Demonstrate a solid understanding of our priorities, exceptional organization, solid interpersonal skills, and clear written/verbal communications• Collaborate with leadership, peers, volunteers, and donors; maintain open, transparent, and direct communications and reporting• Maintain privacy and discretion across our team, donors, volunteers, and students• Be flexible and open to fulfill additional/modified responsibilities to support our entrepreneurial environment• Provide timely feedback to department heads

Why Genworth Care Solutions?• We have a real impact on the lives of the people we serve• We work on challenging and rewarding projects• We give back to the communities where we live• We offer competitive benefits including:

o Medical, Dental, Vision, Flexible Spending Account options beginning your first day

o Generous Choice Time Off your first full year

o 12 Paid Holidays

o 40 hours of volunteer time off

o 401k Account with matching contributions

o Tuition Reimbursement and Student Loan Repayment

o Paid Family Leave

o Child Care Subsidy Program

COMPANY

Genworth Financial, Inc. (NYSE: GNW) is a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging. Headquartered in Richmond, Virginia, we apply our nearly 150 years of experience each day to helping people navigate caregiving options and fund their long term care needs.

Genworth Global Care Solutions (GCS) is an emerging business within Genworth Financial, Inc. designed to offer innovative, transformative, and integrated services and funding solutions to the underserved Senior Market. Next to providing innovative Long Term Care insurance and funding solutions, GCS will also develop a suite of relevant elderly care services and technologies. These include, but are not limited to:• Home (Health) Care, Safety & Companionship• Care Navigation, Advice & Stewardship• Care quality and efficacy evaluation services• Mobility & Transportation• Enabling Elderly to Stay at Home Longer