CHT

Position Summary

The Customer Happiness Team (CHT) Member is responsible for delivering exceptional customer experiences through professional, and positive solution-focused support. Serving as a primary point of contact through email, phone, chat, and face-to-face interactions, this role supports customers throughout their entire journey with the business. This may include but not limited to product inquiries, order assistance, issue resolution, and general customer service needs.

CHT Members are responsible for effectively managing assigned ticket queues while striving for a goal of 'zero tickets', maintaining accurate documentation, and collaborating with internal teams to resolve customer enquiries efficiently and accurately.

Success in this role requires strong written & verbal communication skills, attention to detail, and the ability to maintain a positive, customer-first mindset in a fast-paced environment.

Responsibilities

• Deliver exceptional, solution-focused customer service through emails.

• Answer inbound calls, respond to customer emails, and assist with product questions, order support, issue resolution, billing inquiries, shipping concerns, and general customer service needs through various platforms.

• Minimize back-and-forth communication wherever possible by making outbound calls as needed, or whenever requested by a customer.

• Liaise with Production, Graphic Design, and other internal teams to support positive customer outcomes.

• Proactively monitor delivery exceptions and communicate updates and next steps to customers as needed.

• Actively manage assigned ticket queues using a top-down approach

• Maintain accurate ticket documentation, internal notes, and follow-up actions

• Communicate recurring customer concerns to leadership.

• Maintain agent availability by logging in and out appropriately as needed.

• Provide accurate information with a strong attention to detail

• Collaborate and support leaders and other departments on projects, initiatives, and operational needs as required.

• Participate in ongoing training and professional development opportunities

• Follow established processes, procedures, and documentation standards.

• Contribute to a positive, and collaborative work environment by demonstrating accountability, and adaptability in daily interactions with customers and colleagues.

Knowledge & Personal Requirements

• Working knowledge of Easy Signs' products, services, and CHT processes.

• Strong written and verbal communication skills

• Excellent attention to detail, accuracy, and organizational skills.

• Strong time management skills with the ability to prioritize competing responsibilities.

• Ability to work both independently and collaboratively in a team environment.

• Not required, but a working knowledge of Zendesk CRM is preferred