Thomas & Company is hiring: Customer Experience Specialist (Part-time Remote) in

Thomas & Company is the largest privately held service provider in our industry, delivering innovative and comprehensive solutions to help businesses optimize operations and manage critical aspects of human resources. We specialize in unemployment cost control, employment verification, and tax credit services to reduce financial risk, streamline processes, and drive cost efficiency for our clients.

Our Culture: We believe that success starts with people. We are committed to fostering a culture of innovation, collaboration, and growth. Our mission is to empower our employees to thrive both professionally and personally, offering an environment where creativity and diverse ideas flourish. We are a community of passionate individuals dedicated to making a real impact. Our culture includes team-building opportunities and leadership development programs. Our winning culture has earned recognition as a five-time Tennessean Top Workplace and two (and counting) USA Today Top Workplace.

Whether you seek a challenge, a place to grow your career, or a team that values your contributions, Thomas & Company offers opportunities to make a difference. Join us and become part of a team where your ideas are heard and your potential is recognized.

The Position: The job of Customer Experience Specialist is to support the verifications line of business by answering all customer inquiries via phone, chat, and email while assisting clients with their needs related to T&C. This includes fielding inquiries for the UCM line of business and directing callers to the appropriate resource. Answer chat inquiries, log calls, handle complaints, troubleshoot problems and provide directions, and send post-call follow up.

Essential Duties and Responsibilities

• Manage high volume of inbound calls, chats, and emails with efficiency and accuracy
• Follow Call Center Procedures while meeting or exceeding productivity and quality metrics
• Identify caller's needs, clarify information, and direct the caller providing a solution and/or resolution, including follow up as needed
• Support verifications line of business with tasks as identified by management including but not limited to indexing, routing, completing, and/or returning verifications
• Identify and escalate priority issues to management, while maintaining a professional demeanor with inbound callers
• Other duties as assigned

Requirements and Qualifications

• High School Diploma or Equivalent
• 1-2 years' experience in a Call Center role
• Equivalent combination of education and experience will be considered
• Flexibility to work a part-time schedule between 7am-7pm consisting of a minimum of 25 hours per week up to 29 hours
• Proven track record of taking high volume calls daily
• Customer service chat experience is a plus
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

Special Considerations and Prerequisites

• Able to think creatively and solve problems
• Deliver above-and-beyond customer service across all support channels with professional communication and a brand ambassador mindset
• Hold conversations, not interactions; communicate in a thoughtful, professional manner
• Empathetic and able to adapt communication style to the audience
• Highly organized and attentive to detail
• Team player who takes ownership of work
• Flexible with a "can do" attitude and willingness to assist with varying tasks
• Notice trends and pain points to brainstorm solutions to improve the customer experience
• Become an expert in verifications and T&C processes and policies
• Use Zoom to interact with teammates, management, and other departments
• Able to handle sensitive and confidential information appropriately
• Able to take initiative and work independently with little supervision
• Excited to be the face of T&C and build strong customer relationships
• Agile and able to adapt to changes in processes, policies, and tools
• Punctual with excellent attendance and schedule adherence
• Proficient in MS Word, MS Excel, Outlook; Zendesk experience is a plus
• Ability to work under stress to achieve business results

Seniority level

• Entry level

Employment type

• Part-time

Job function

• Other
• Industries: Human Resources Services