Customer Experience Specialist (Part-time Remote)

**Who we are:** As the largest privately held service provider in our industry, ThomasCompany stands at the forefront of delivering innovative and comprehensive solutions that help businesses optimize their operations and manage critical aspects of human resources. We specialize in offering unmatched unemployment cost control, employment verification, and tax credit services, all designed to reduce financial risk, streamline processes, and drive cost efficiency for our clients. **Our culture:** We believe that success starts with people. We are committed to fostering a culture of innovation, collaboration, and growth. Our mission is to empower our employees to thrive both professionally and personally, offering an environment where creativity and diverse ideas flourish. We are not just a company\-we are a community of passionate individuals dedicated to making a real impact. From dynamic team\-building opportunities to leadership development programs, ThomasCompany invests in its people at every level. Our supportive workplace is built on the foundation of our core values a shared vision for enabling success. Our winning culture has earned us recognition as a five\-time Tennessean Top Workplace and two (and counting) USA Today Top Workplace. Whether you're looking for a challenge, a place to grow your career, or a team that values your contributions, ThomasCompany offers endless opportunities to make a difference. Join us and become part of a team where your ideas are heard, your potential is recognized, and your career can truly flourish. **The position:** The **Customer Experience Specialist** is responsible for supporting the Verifications line of business by fielding inbound customer calls, chats, and emails. This role handles and resolves verification\-related requests, manages customer complaints, troubleshoots issues, provides accurate information and direction, documents all customer interactions, and completes post call or post chat follow up. The position also receives Unemployment Cost Management (UCM) calls and ensures proper routing to the UCM department. **Essential Duties and Responsibilities** * Handle a high volume of inbound calls, in addition to chat and email inquiries, while consistently meeting quality and productivity standards * Adhere to established department procedures while meeting or exceeding defined productivity and quality metrics * Identify customer needs, clarify information, and provide accurate resolution or direction, including appropriate follow\-up when required * Support the Verifications line of business with tasks as assigned by management, including but not limited to indexing, routing, completing, and/or returning verifications * Receive incoming calls related to Unemployment Cost Management (UCM) and route those inquiries to the appropriate department * Identify and escalate priority or complex issues to management while maintaining a professional and courteous demeanor * Maintain adheren