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Customer Experience (CX) Specialist Overview
Welcome
Welcome to the Customer Experience Team! We're excited to have you on our team.
As part of your training, we'll be going over the different roles and functions of your job as a Customer Experience Specialist.
To start, we'll give you an overview of who we are and what our role is in the BSC, as well as in the University as a whole.
Position Overview
As a member of our team, you'll play a vital role in the success of the BSC. In this training, we will answer the following questions:
- What is Customer Experience?
- What role do we play in the BSC?
What is Customer Experience?
Customer Experience consists of two sections: one who's dedicated to keeping the Knowledge Base accurate, and another who is over addressing customer survey responses.
The Role of Customer Experience
Customer Experience is the support for the Contacts Center. To answer questions that come in, a great database is needed with accurate and current information. This database is called the Knowledge Base. To build up this database, the CX KB Section has a group of partner offices across campus, such as Accounting, Student Records and Registration, Financial Aid, Admissions. etc. We meet with each partner regularly to review and update the information in our database. The Customer Experience team(CX Team) is also responsible for giving tours of the BSC to Partner Offices. These tours help other departments understand who we are and what we can do for them!
The CX team responds to all customer surveys that the BSC receives. Part of their responsibility is solving issues that the customer hasn't been able to find solutions to, even after calling in. Another part of their responsibility is addressing the feedback the customers provide. If it pertains to the BSC, we troubleshoot to see how we can prevent this issue from happening again. The CX Team also maintains and develops marketing campaigns for the BSC as well as the BYU-Idaho Campus. Some of these campaigns include slides for the TV's in the MC.
We maintain partnerships through professionalism and follow-up. We gain trust by keeping our commitments and then reporting on how they went. The Knowledge Base is maintained to assure that our database is clear, accurate, and easy for our Contacts Agents to reference. Project Managers supervise and provide solutions. We all work together to help students with their questions and to improve the student experience.
As you can see, the vital role we play at the BSC helps the University provide significantly smoother customer service to students