Customer Experience Rep
Pandora
- Columbia, MD
- Permanent
- Full-time
- Respond to inbound inquiries received by phone and/or email in different queues that service internal and external customers
- Record all details of inquiries, comments and complaints as well as details of actions taken in case management system - Salesforce
- Identify and leverage the appropriate resources for resolving issues by utilizing thorough knowledge of the organization
- Make decisions that achieve the right balance between customer satisfaction and upholding the company's principles and policies
- Nurture and improve customer relationships by thoughtfully evaluating and self-reliantly making fair decisions
- Assist Customer Experience Department with more challenging internal and external customer complaints or issues
- Understand Pandora products well to better assist the customers.
- Be willing to work in a highly collaborative environment
- Ability to work a flexible work schedule including weekends/holidays. Standard shift, 10:30am - 7:00pm EST.
- Vocational/Technical Degree
- 1-3 years' previous experience in a similar role
- Strong interpersonal and written & oral communication skills
- Outstanding service orientation
- High attention to detail
- Professional and personable
- Poised under pressure
- Strong decision-making skills
- Proficient in Microsoft Office applications
- Salesforce Experience Preferred
- Comprehensive medical, dental, and vision insurance with multiple plan options available based on your individual or family needs.
- An exceptional 401k plan with a 6% employer match and 100% immediate vesting!
- Tuition reimbursement for Associate, Bachelor, and Master degrees.
- Employee Jewelry discount program!
- A peer-to-peer recognition program which allows employees to redeem recognition points for merchandise and travel
- A dedicated cafeteria where we offer free breakfast & lunch. There's even coffee, soda, flavored teas and filtered water!
- A free, individual gym membership, located only one block away from the US DC.
- An array of paid time off benefits such as, vacation, sick, personal days, volunteer day, celebration day, 10 company-recognized holidays and even your birthday!