What does a customer experience associate do?
A customer experience associate mostly works in the retail and finance industries. Primarily, they ensure that a customer who patronizes and buys with the company's products and services have a good experience. It is part of their responsibility to pleasantly greeting guests, assisting them in finding products, interacting with customers by asking what service they are looking for, and resolve complaints. In addition, they are always good at communication and trained to interact with customers and ensure customer satisfaction.
Customer experience associate responsibilities
Here are examples of responsibilities from real customer experience associate resumes:
- Manage compliance with monthly branch alarm tests, teller drawer and ATM audits.
- Manage call center productivity levels by maintaining CSR schedule adherence.
- Treat every customer with respect & compassion.
- Handle POS cash register which involve soliciting credit.
- Give accurate information, answer questions and troubleshoot issues.
- Ensure new team members are properly train on cross-selling techniques.
- Create revenue by upselling different products that the company offers.
- Utilize ZenDesk to support customers and clients through effective email marketing and communication.
- Capture and quantify key consumer insights and trends via Zendesk and report them weekly during company meetings.
- Process and maintain orders via phone, fax and website EDI using the AS400 system (JD Edwards).
- Assess and utilize system parameters to meet client needs and accurately input all employee and wage data into AS400 system.
- Handle incoming calls from patients to process payment arrangements; update insurance information answer general questions pertaining to billing and insurance.
- Document and maintain policies and procedures compliant with business ISO standards and exceed global KPI metrics.
- Refurbish return merchandise to resell-able condition.
- Determine Medicaid requirements and eligibility.
Customer experience associate skills and personality traits
We calculated that 18% of Customer Experience Associates are proficient in Customer Service, Customer Inquiries, and Cash Handling. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Customer Experience Associates that have these skills listed on their resume here:
- Customer Service, 18%
Answer Calls-Virtual Reception-Customer Service-Taking/Relaying Messages-Problem Solving/Computer Skills Used
- Customer Inquiries, 13%
Answer all customer inquiries by effectively communicating via chat, email and phone.
- Cash Handling, 9%
Completed customer transactions with proper cash handling procedures.
- Customer Expectations, 9%
Collaborated with various team members across departments to problem solve and exceed customer expectations.
- Product Knowledge, 5%
Trained new team members in product knowledge and credit card sales to build return customer base
- Data Entry, 4%
Managed office communications including reviewing incoming correspondence, answering telephone inquiries, data entry and disseminating information to fellows and staff.
Most customer experience associates use their skills in "customer service," "customer inquiries," and "cash handling" to do their jobs. You can find more detail on essential customer experience associate responsibilities here:
Communication skills. To carry out their duties, the most important skill for a customer experience associate to have is communication skills. Their role and responsibilities require that "customer service representatives must be able to provide clear information in writing, by phone, or in person." Customer experience associates often use communication skills in their day-to-day job, as shown by this real resume: "managed product knowledge and vendor relationships through multiple channels of communication. "
Customer-service skills. Another skill that relates to the job responsibilities of customer experience associates is customer-service skills. This skill is critical to many everyday customer experience associate duties, as "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." This example from a resume shows how this skill is used: "identify and evaluate sales referral opportunities to strengthen customer relationships. "
Interpersonal skills. customer experience associate responsibilities often require "interpersonal skills." The duties that rely on this skill are shown by the fact that "representatives should be able to create positive interactions with customers." This resume example shows what customer experience associates do with interpersonal skills on a typical day: "utilized extensive product knowledge and interpersonal skills to consult with clients in order to make personalized recommendations. "
Listening skills. Another crucial skill for a customer experience associate to carry out their responsibilities is "listening skills." A big part of what customer experience associates relies on this skill, since "representatives must listen carefully to ensure that they understand customers in order to assist them." How this skill relates to customer experience associate duties can be seen in an example from a customer experience associate resume snippet: "resolve customer complaints/concerns through active listening, empathy, professionalism, and problem solving. "
Patience. Lastly, "patience" is an important element of what a customer experience associate does. Customer experience associate responsibilities require this skill because "representatives should be patient and polite, especially when interacting with dissatisfied customers." This resume example highlights how customer experience associate duties rely on this skill: "handled over 30 customer problems daily with patience. "
The three companies that hire the most customer experience associates are:
- The TJX Companies207 customer experience associates jobs
- Huntington National Bank173 customer experience associates jobs
- Conduent143 customer experience associates jobs
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Compare different customer experience associates
Customer experience associate vs. Sales associate and customer service
Sales and customer service associates are employees who are responsible for closing out sales deals and attending to customer needs. They are in charge of selling company goods and services to potential clients, often citing the common needs of prospective clients to ensure sales. They also handle customer inquiries and complaints and try their best to mitigate any problems that would arise. They are expected to be experts on company products to ensure that they can provide the best service to customers. Sales and customer service associates should have strong interpersonal skills, customer service skills, and communication skills.
These skill sets are where the common ground ends though. The responsibilities of a customer experience associate are more likely to require skills like "cash handling," "customer expectations," "data entry," and "troubleshoot." On the other hand, a job as a sales associate and customer service requires skills like "plumbing," "sales associates," "booking," and "math." As you can see, what employees do in each career varies considerably.
Sales associate and customer services tend to make the most money working in the manufacturing industry, where they earn an average salary of $30,394. In contrast, customer experience associates make the biggest average salary, $32,280, in the automotive industry.On average, sales associate and customer services reach similar levels of education than customer experience associates. Sales associate and customer services are 2.6% less likely to earn a Master's Degree and 0.2% more likely to graduate with a Doctoral Degree.Customer experience associate vs. Customer account representative
A customer account representative's role is to serve as the primary contact between a company and its clients. They typically reach out to existing and potential customers through calls and correspondence, answer inquiries, address issues and concerns, close sales by offering products and services, process payments, and ensure satisfaction to boost sales and improve client base. Furthermore, as an account representative, it is essential to maintain records of all transactions while adhering to the company's policies and regulations.
In addition to the difference in salary, there are some other key differences worth noting. For example, customer experience associate responsibilities are more likely to require skills like "customer service," "cash handling," "customer expectations," and "data entry." Meanwhile, a customer account representative has duties that require skills in areas such as "work ethic," "customer orders," "account management," and "delinquent accounts." These differences highlight just how different the day-to-day in each role looks.
Customer account representatives may earn a higher salary than customer experience associates, but customer account representatives earn the most pay in the finance industry with an average salary of $37,482. On the other hand, customer experience associates receive higher pay in the automotive industry, where they earn an average salary of $32,280.Average education levels between the two professions vary. Customer account representatives tend to reach similar levels of education than customer experience associates. In fact, they're 1.6% less likely to graduate with a Master's Degree and 0.2% more likely to earn a Doctoral Degree.Customer experience associate vs. Associate customer service representative
An associate customer service representative is responsible for providing high customer service by assisting customers on their inquiries and concerns, as well as resolving and escalating high-level complaints to the supervisor or tenured customer service representative. Associate customer service representatives also process orders and payments from the customers, replacing defective items, and issuing refunds as needed. They must have excellent communication and organizational skills, especially on handling data processing procedures to the database for reference to customer concerns.
The required skills of the two careers differ considerably. For example, customer experience associates are more likely to have skills like "cash handling," "customer expectations," "data entry," and "zendesk." But a associate customer service representative is more likely to have skills like "patients," "telephone calls," "customer orders," and "customer care."
Associate customer service representatives make a very good living in the finance industry with an average annual salary of $37,473. On the other hand, customer experience associates are paid the highest salary in the automotive industry, with average annual pay of $32,280.When it comes to education, associate customer service representatives tend to earn similar degree levels compared to customer experience associates. In fact, they're 2.1% less likely to earn a Master's Degree, and 0.1% less likely to graduate with a Doctoral Degree.Customer experience associate vs. Customer agent
A customer agent provides friendly service to external and internal customers. Customer agents talk to customers on behalf of businesses and companies. They help customers with their queries and complaints. It is their job to give customers a better understanding of the products. They answer questions with regards to their reservations. Sometimes, they also have sales roles. Oftentimes, they answer questions, process sales, provide information, and resolve problems.
Types of customer experience associate
Updated January 8, 2025
