Customer Experience Specialist

Full-time Description

The Customer Experience Specialist role interacts with our company clients (retailers/consumers) regarding service inquiries, updates on orders being processed and delivery opportunities via telephone, video conferencing, email, social media or at limited times face-to-face. This role acts as client advocates and partners with internal departments to ensure that client needs are understood and satisfied. The position utilizes computerized systems (ERP, PowerBI Reporting, excel spreadsheets, etc.) for proactively tracking, information gathering, and/or troubleshooting purchases, warranty related concerns and/or may provide advice and technical assistance with ordering and product knowledge.

Job Responsibilities

• Act as the primary contact for new customers, answering questions, handling objections, and keeping them engaged.
• Monitor new account setup progress and provide guidance on next steps.
• Promptly responds to customer queries via telephone, video conferencing, email, live chat, or social media channels.
• Acts as a client advocate with a focus on improving the client experience by regularly communicating with clients to understand their needs and explain product value.
• Builds relationships with clients based on trust and respect.
• Collaborates with internal departments to facilitate client need fulfillment and to find the best solutions to customers’ issues.
• Handles moderately complex issues and problems while immediately escalating serious complaints or issues to direct leadership when not able to resolve timely.
• Identifies common problems and escalates them to management, along with possible suggestions for improvement, wherever possible.
• Collects and analyzes data to learn more about client behavior.
• Keeps accurate records pertaining to inventory and account notes.
• Maintains updated knowledge of company products and services.
• Maintains a polite, helpful, and professional manner at all times.
• Obtains and shares customer feedback with Customer Service team and other departments so that products and services can be improved.
• Ensures familiarization with new products and services as they are introduced.
• Attends workshops and meetings as required.
• Provides training/mentoring to new Customer Service team members.
• Respects client confidentiality at all times.
  
  

Requirements

• Requires a high school diploma and 2-4 years of previous experience in customer service support role.
• Practical experience with help desk software, such as Zendesk, and CRM software, such as salesforce sales cloud, may be required.
• The ability to respond appropriately under pressure.
• Sound judgment and excellent problem-solving skills.
• A positive attitude and the ability to build relationships with clients
• Good data entry and typing skills.
• Strong working knowledge of computer software, including Microsoft office.
• Excellent interpersonal, customer service, and communication skills.
• A professional phone presence.
• The flexibility to work irregular hours, when required.
• Excellent time management skills
• Exceptional verbal and written communication skills.
• Ability to collect, track, and analyze large amounts of data.
• Passionate about customer service and self-improvement.
• Excellent active listening skills.
• Ability to build rapport and collaborate with others within the company and externally.
  
  

Salary Description $17.36 - $24.40