As a Customer Experience Associate, you will provide document review and data support to our client. Your assistance will make a positive difference in the organization you support. Provides 24/7 phone coverage for our partners and handles inquiries. Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution. Identifies customer needs by referring to case notes and examining each as a specific case. Performs routine call center activities concerning business products and services. Uses standard scripts and established guidelines and under supervision, to meet SLAs. Provides customers with information that is specialized and communicated in a warm empathetic manner. Gathers all necessary information to update the database. Escalates issues to senior levels, based on complaints or concerns. Explains company policies to customers. Expands skills within an analytical or operational process and maintains appropriate license, training, and certifications. Applies experience and skills to complete assigned work. Works within established procedures, practices, and with a moderate degree of supervision. Performs business support or technical work, using data organizing and coordination skills to complete assignments. Provides day-to-day contracted services to external clients, which may include technical or non-technical customer support, transaction processing, and sales & marketing services. Performs other duties as assigned and complies with all policies and standards.