At Xceleration, we design employee recognition and reward programs that truly connect people to their work. Our RewardStation® platform is used worldwide for everything from peer-to-peer recognition to service milestones, allowing companies to create experiences that reflect their values and reward employees in meaningful ways. We’re proud to work across more than 90 countries, delivering solutions that adapt to different cultures and work environments. Joining Xceleration means working with cutting-edge technology while being part of a team that values input and collaboration. Our environment is designed to help you grow, contribute, and see your efforts directly impact how companies engage and motivate their employees. If you’re looking for a space where your ideas can shape the future of workplace recognition, Xceleration is the place.
Xceleration is looking for a self-motivated, detail-oriented Customer Experience Representative who thrives in a fast-paced, collaborative environment with exceptional problem-solving skills. The Customer Experience Representative will be an influential member of our Reward Operations team who works with our client’s participants to maximize the incentive and recognition experience, primarily using Zendesk. Interacting directly with program participants by phone/e-mail, the Customer Experience Representative is responsible for identifying and solving both simple and complex end-user queries.
New team members will be expected to collaborate with teams across our organization to solve problems promptly and effectively. This role is Hybrid, our office is located in uptown Charlotte, NC.
Primary Responsibilities:
•Deliver an exceptional customer experience. Intuitively and impactfully interface with participants, clients & vendors by phone/e-mail.•Be Xceleration’s brand ambassador to our clients and participants through conduct, action orientation, and support. Partner with participants within upcoming initiatives and point balance awareness to incur additional point redemption.•Provide timely follow-up and efficient resolution to participant issues, supporting multiple programs for domestic and international audiences.•Apply advanced troubleshooting skills with autonomy to advance process improvement and participant resolution.
This will involve independent problem-solving, using discretion to handle simple & complex issues, and interacting with clients at a high level. •Empowered to troubleshoot pitfalls, analyze trends intuitively and via participant engagement lending to implementation of strategic process improvements.•Proactively communicate with participants and internal stakeholders about account activities, trends, issues, and work progress to keep all parties appropriately informed.•Learn & understand our business to be able to efficiently escalate issues and solve problems. Contribute regularly to documentation to keep processes up to date.
Zendesk Administration:
•Utilize Zendesk as CRM to track and document cases and manage inquiries.•Summate, solve, and implement necessary optimization improvements to our Zendesk CRM. •Empowered with application of efficiency tool upgrades, knowledge base and reporting analysis to propose enhanced changes or improvements for agent and participant experiences. •Support all Zendesk channels, business rules and agent groups, update views, manage integrations, and troubleshoot as needed. •Maintain performance metrics and ensure we meet all SLAs.•Build and deliver Zendesk reporting to management and to clients, as needed.•Update and add new brands, organizations, workflows (automations, triggers, macros), bots, proactive messages, knowledgebases, skills, and SLAs.
Desired skills and experience:
•4-year college degree or relevant work experience preferred.•Zendesk experience or comparable CRM preferred.•Microsoft Office Suite proficient (Excel experience a plus).•Excellent organizational and time management skills. Ability to handle shifts in work volume and project assignments flexibly.•Exceptional interpersonal communication and relationship building skills. •High level of comfort on phone calls with a confident, warm communication style.•Strong writing skills: able to write clear and concise e-mails quickly.•Excellent critical thinking and problem-solving skills.
Ability to identify and resolve issues based on documented solutions, utilizing escalation processes as needed – and to think creatively to recommend solutions.
Why Xceleration?
• Competitive pay, perks, and employee-first policies: company-paid holidays; Discretionary Time Off (DTO); flexible scheduling opportunities• Benefits include Medical, Dental, Vision, Life, Legal, Short/Long-term Disability, 401(k) & Retirement planning. • Open-door management and HR practices, transparent career advancement planning, and professional development opportunities• Hybrid comfortable, casual work environment • Participate in the solutions you build! Our employees participate in Xcel!, our internal recognition program.
You’ll use RewardStation® – our proprietary software – to give and receive points for a job well done. You can redeem your points in a catalog built just for our team, with exciting merchandise, gift cards, travel & experience options, and more! Xceleration is an Equal Opportunity Employer and we do not discriminate on the basis of actual or perceived race, color, national origin, ancestry, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, religious creed, disability (mental and physical) including HIV and AIDS, medical condition (cancer and genetic characteristics), genetic information, age, marital status, sexual orientation, military and veteran status, denial of family and medical care leave, or any other characteristic protected by federal, state or local law.
