Customer Engagement Specialist

MXD Process • Jeffersonville, IN

2d

About The Position

The Customer Engagement Specialist is builds and maintains relationships with multiple customers across the entire lifecycle with MXD Process. Customer Engagement specialists focus on improving relationships with our customers over time. This role is responsible for: Fielding their customer questions from through chat, phone or email. Coordinating support related issues from initial request to final resolution. Selling standard products as needed by the customer. Developing strategies and content to improve the customer experience. The Customer Engagement Specialists works as part of a sales, marketing, and support team that will collaborate closely across all departments of the company.

Requirements

• Strong listening and problem-solving skills.
• Mechanical aptitude and ability to troubleshoot mechanical assemblies.
• Must be willing to develop personal knowledge of MXD standardized systems, both past and present.
• Ability to build and maintain high quality, long term, and professional business relationships with vendors, customers, and other employees.
• The ability to meet high performance standards in a team while maintaining ethics and integrity in accordance with MXD Process corporate values.
• High school or equivalent (Required)
• Deep and practical understanding and execution of Customer Service concepts, practices procedures.
• Good level of competence in Microsoft Office (Word, Outlook) and advanced competence with Microsoft Excel.

Nice To Haves

• 2 Years of a customer support role (Preferred)
• Experience and certifications using HubSpot (Service) would be beneficial.

Responsibilities

• Managing all inbound customer contacts coming from main phone line, inbound chat from the website, and support emails and routing to the appropriate team.
• Handling customer technical support cases through ongoing correspondence with clients, documenting findings and managing tickets throughout the support process.
• Providing systems support for clients including troubleshooting and diagnosing system issues.
• Researching Client system builds within our database to determine replacement components.
• Develop quotations for standard products, closing the sale with customers and confirming order correctness.
• Working with marketing and engineering to create product documentation and content.
• Resolve customer issues or difficulties consistent with the company’s core values.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED