CUSTOMER EXPERIENCE SPECIALIST

• Answering inbound customer calls, greet the customers warmly and ascertain problem or reason for calling
• Listen, document, and provide accurate, satisfactory answers to queries and concerns including but not limited to: estimated time of delivery, basic product availability, invoice status, and service order status
• Update and record payment information and other customer information such as addresses and phone numbers
• Provide accurate information about the status of payments, returns and refunds to customers
• Respond to email and ticket inquiries, and phone calls in a timely manner
• Properly escalate customers to appropriate personnel when needed to address complex situations and/or technical questions
• Work with appropriate manager to ensure proper customer service is being delivered
• Provide clear and actionable feedback to team members with the goal of improving overall customer experience

Requirements & Qualifications:

• Independently motivated
• Strong written/verbal communication and listening skills
• Ability to work under pressure while maintaining patience and a positive attitude
• Adept at multi-tasking and time management
• Customer service/call center experience a plus
• Proficient computer skills with the ability to learn new software
  

 Bilingual a plus, but not mandatory

PHYSICAL REQUIREMENTS

Sitting: Most tasks are performed in a sitting position with intermittent walking.
Lifting: Rarely lifting items weighing 2 lbs. to 5 lbs.
Pulling: Use of manual hand truck and carts to occasionally move skids or parts short distances.
Bending: Occasional bending required to perform a variety of tasks.
Reaching: Occasional reaching to retrieve tools or paperwork.
Walking: Intermittently walking short distances (less than 1/8 mile).
Handling: Occasional handling of items ranging in weight from 2 lbs. to 5 lbs.
Gripping: Frequent gripping of varying office tools (telephone, writing implements, mouse)

Work Schedule

Monday- Friday : 7:58am-5pm, Occasional Overtime