Customer Experience Agent

Adrian Steel Company • Adrian, MI

6d

About The Position

Adrian Steel is committed to providing the best cargo management solutions in North America. Because of this, we take our customer service to the next level. Since our beginning in 1953, our Adrian, Michigan, corporate office and manufacturing facility now encompass a 166,900 square ft. facility. We have up fitted over one million vehicles and counting! It's a fact that an organized vehicle increases workflow efficiency and reduces inventory damages. We are recognized as a National Truck Equipment Association MVP. We specialize in van storage solutions and accessories for all trades, including HVAC, Plumbing, Electrical, Building, Auto Glass, Painting, Locksmith, Parcel Delivery, and Cable/Satellite contractors to name a few. We pride ourselves on respect, contribution, stability, and compensation to foster a long-lasting relationship that puts Adrian Steel on the market as an employer of choice. As a premier employer, our employees are offered a robust benefits package that is constantly benchmarked to ensure we can attract and retain top talent. We value the dedication and innovation of all employees; we promote daily collaboration to ensure we are providing employees the opportunity to share ideas that will provide the best solutions and products for our customers. Our goal is to partner with self-motivated and driven individuals and foster a relationship of continuous improvement, while keeping our Mission Statement front and center; 'Doing it right the first time, always improving.' Our organization is currently seeking a Customer Experience Agent. A successful candidate will be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

Requirements

• Understand the business
• Ability to display a strong level of empathy and listening to create a positive experience for all parties involved (internal/external)
• Ability to identify and communicate risk immediately
• Understand how to ask good questions to get to what the customer's problem is
• Ability to understand internal/external impact and flow to ensure it is done right the first time
• Ability to execute plans
• Ability to meet timelines
• Assertiveness in documenting cases
• Associate degree preferred; company will consider a combination of education and experience
• Strong Office Knowledge and Calendar Skills

Responsibilities

• Provide a positive experience for the customer when there is an issue or concern
• Utilize Subject Matter Experts (Technical Support team) to identify unknowns and create next step(s)
• Communicate timely and correct responses to the customer
• Facilitate end resolution to customer closing all loops of communication
• Awareness for self and team of status/category of all open complaints
• Escalate issues as need to Customer Experience Team Lead as needed

Benefits

• 401K
• Medical / Health Savings Account
• Dental
• Employee Assistance
• Teladoc
• Group Life
• Short / Long Term Disability
• Health & Wellness Programs
• Vision
• Voluntary Benefits include Critical Illness, Accident Insurance, and Hospital Indemnity
• Paid Time Off
• Paid Holidays
• Flexible Schedules

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree