Customer Experience Associate

NorthStar Memorial Group is seeking a Customer Experience Associate for our Home Office in Houston, Texas. This position is responsible for receiving and resolving customer concerns, entering data regarding each call received, and following up with customers regarding the resolution to ensure customer satisfaction.

• Communicate with people before, during, or after their time of need
• Handle all customer phone calls (inbound/outbound) with highest level of professionalism
• Assist customers with information about products and services, placing orders, canceling accounts, filing complaints etc.
• Keep records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken in the computer system
• Resolve customer complaints and comments, forwarding as necessary to the Customer Service Supervisor
• Explain contract terms accurately in simple language so that customers can understand the explanation and how it applies to their particular question
• Follow-up with customers and internal management to ensure the satisfactory resolution of customer services issues
• Troubleshoot and navigate clients through online portal
• Complete all tickets within the expected time frame
• Process overpayment refunds within the expected time frame
• Process weekly correspondence in Cadence Lockbox
• Complete necessary balance reports as assigned

• Bilingual (Spanish and English) highly desirable
• High School Diploma required; Associates Degree preferred
• 1 + years of customer service experience
• 2+ years of administrative support experience
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office programs (Outlook, Word, Excel, and PowerPoint)
• Experience handling difficult situations with confidence and compassion
• Strong attention to detail, organization, and record keeping skills
• Valid driver’s license

To be considered for this opportunity, click the Apply Now link on this page, or confidentially email your resume to 

. Please include the title of this job along with the location name for which you are applying in your email.

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We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability or veteran status.

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