Lactanet is accepting applications for a Senior Customer Experience Representative Full time position. The Senior Customer Experience Representative provides customer service and data processing support while coordinating daily operations within the Customer Experience department. This position is primarily focused on Customer Service Desk (CSD) activities, serving as the main point of contact for clients, managing customer inquiries, coordinating service requests, and fostering positive client relationships to ensure a high-quality customer experience. This role ensures data accuracy, efficient workflows, and service continuity by prioritizing workloads, resolving operational issues, supporting team members, and implementing approved process improvements. This position is part of a union.
Position Overview
- Provide customer service and resolve inquiries related to data, reports, billing, and services.
- Process, verify, and correct data to ensure accuracy and quality.
- Coordinate daily workloads, priorities, schedules, and team coverage.
- Investigate data discrepancies and coordinate corrective actions.
- Monitor operational performance, identify bottlenecks, and address workflow issues.
- Support and guide team members on procedures and complex cases.
- Identify opportunities for process improvement and coordinate approved changes.
- Maintain procedures, work instructions, and training materials.
- Support onboarding, cross-training, and continuous improvement initiatives.
Working Conditions
Hybrid position, with consideration of remote for the ideal candidate.