Customer Experience Specialist I-1116

Protective Industrial Products • Latham, NY

5d

About The Position

The Customer Experience Specialist (CXS-1) provides high-quality customer
support and problem resolution utilizing telephone, email, and chat
technologies. This position is responsible for managing general customer
concerns which may include mis-shipments, returns, and pricing discrepancies;
escalating as needed to ensure issues are handled in a timely manner.

The Specialist performing at this level will be required to utilize skills from
training, education, or experience to fulfill their daily responsibilities. In
addition, this role will be working in a team environment, working to maximize
individual and overall team performance.

Requirements

• High School Diploma: Associates preferred but not required.
• Previous experience in a telephonic or personal customer contact position is preferred.
• Commitment to developing strong customer relationships and providing resolution to customer issues on the first pass.
• Strong written and verbal proficiencies with attention to detail and accuracy.
• Flexibility to work in a fast-paced, multi-task team environment.
• Basic PC knowledge, working knowledge of Microsoft Outlook, Windows operating systems, Internet, and mainstream web browsers.

Nice To Haves

• Associates preferred but not required.
• Previous experience in a telephonic or personal customer contact position is preferred.

Responsibilities

• Assist customers via telephone, email, and chat with an exceptional level of service delivery.
• Serve as their go-to for resolving concerns and ensuring a positive customer experience from start to finish.
• Diagnose and resolve problems utilizing department tools, resources, and business judgment, resulting in increased customer confidence with PIP products.
• Perform as a positive role model by demonstrating continuous performance improvement, solid business skills and support of department and company objectives.
• Work effectively in a team environment, with a willingness to work cross-functionally, continuously gaining new skills.
• Upsell the PIP product line on incoming calls; and when appropriate, outgoing calls to customers.
• Ensure productivity and quality levels are met in order to meet and exceed customer expectations.

What This Job Offers

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