Simon Property Group Customer Experience Specialist in Indianapolis, Indiana

Customer Experience Specialist

Location:*Indianapolis Home Office

City:Indianapolis, IN

State/Territory:US-IN

Description

PRIMARY PURPOSE: Simon is innovating the customer experience and the future of retail by creating a digital marketplace to deliver a connected, engaging and personalized Omni-Channel shopping journey across its customer touch points both online and in our shopping centers.This is an opportunity to join Simon's Customer Experience team to develop and implement a new digital platform to ensure a best in class experience for our shoppers and our retail tenants participating in the program.

Reporting into the Sr. Manager of Customer Experience, the Customer Experience Specialist is responsible for providing high quality multi-channel (telephonic, chat, email, social media, US mail) support and problem resolution to customers each day. The Ideal candidate is enthusiastic, solutions-oriented and committed to providing outstanding customer service and enhancing the overall customer experience.

PRINCIPAL RESPONSIBILITIES:

The successful candidate’s responsibilities will include, but not be limited to:

  • Operate the customer (shopper facing) and retailer (internal facing) support systems that all support services will happen within

  • Troubleshoot customer and retailer inquiries and/or complaints regarding online related questions by utilizing department tools, resources, business judgement and expertise

  • Develop and optimize processes to continually improve the customer experience while promoting high-quality customer service processes and communication

  • Develop and maintain high quality knowledge base content for both customers, retailers and customer service team

  • Acts as a positive role model by demonstrating continuous performance improvement, solid business skills and support of department and company objectives

  • Work cross-functionally with other departments to execute strategic plans

  • Collaborate with other departments and external vendors to identify and resolve system or process issues

  • Deliver KPI metrics and report to support business analysis as needed  

MINIMUM QUALIFICATIONS:

Qualified candidates should be customer-focused and possess:

  • BA/BS in Business Administration, Marketing or Digital fields

  • 1-2 years of Customer Experience and/or eCommerce preferred

  • Experience with ZenDesk a plus

  • Ability to utilize multiple resources and computer platforms simultaneously to assist customers

  • Ability to independently apply strong analytical, problem-solving and decision-making skills to provide creative solutions to customer issues

  • Interest and ability to learn technical aspects of our website and applications

  • Ability to work a flexible schedule based on department needs including nights, holidays and weekends