Customer Experience Specialist I-1116

Protective Industrial Products•Latham, NY

2h•Onsite

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. You will assist customers via telephone, email, and chat with an exceptional level of service delivery. You will serve as their go-to for resolving concerns and ensuring a positive customer experience from start to finish. You aren’t afraid to jump in and diagnose and resolve problems utilizing department tools, resources, and business judgment, resulting in increased customer confidence with PIP products. You will perform as a positive role model by demonstrating continuous performance improvement, solid business skills and support of department and company objectives. You will work effectively in a team environment, with a willingness to work cross-functionally, continuously gaining new skills. You will upsell the PIP product line on incoming calls; and when appropriate, outgoing calls to customers. You will ensure productivity and quality levels are met in order to meet and exceed customer expectations.

Requirements

High School Diploma
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

Provide high-quality customer support and problem resolution utilizing telephone, email, and chat technologies.
Manage general customer concerns which may include mis-shipments, returns, and pricing discrepancies.
Escalate issues as needed to ensure they are handled in a timely manner.
Utilize skills from training, education, or experience to fulfill daily responsibilities.
Work in a team environment, working to maximize individual and overall team performance.
Assist customers via telephone, email, and chat with an exceptional level of service delivery.
Serve as customers' 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.