Customer Experience Specialist

The Pond Guy Inc. • Armada, MI

10h • Hybrid

About The Position

Our Customer Experience Specialist directly improves our local customer experience by helping them enjoy their ponds and water features to the fullest. We seek a Customer Experience Specialist who is passionate about producing high-quality output. There is a family dynamic at TPG, Inc. that extends to the customer as we strive to give them the highest quality service possible. Expect thorough training to become an expert in our Local Service procedures.

Requirements

• 2-3 years of face-to-face sales or customer service experience
• 2-3 years of experience with CRM, data entry, reporting and workflows
• Ability to effectively communicate with customers while documenting relevant information regarding the interaction
• Ability to transition between tasks and priorities while maintaining accuracy, organization, and continuity of work
• Proficient computer knowledge in Word and Excel, with the ability to multitask within multiple software systems
• Excellent written and verbal communication skills
• Knowledge or understanding of basic mathematical calculations, conversions & ratios

Nice To Haves

• 2-3 years of experience with training, mentoring or leading others preferred
• Technical background is a plus

Responsibilities

• Assist customers with product questions, and sales orders in person, phone, and email; asking questions to understand their pond needs and recommending appropriate solutions and maintenance plans
• Assist with monitoring the workflow of sales orders and invoices to promptly resolve any issues that arise
• Support daily store operations, including opening/closing duties, daily inventory replenishment, and plant/fish orders for store stock
• Participate in ongoing sales training, product knowledge training, and product demos to support customers and improve sales techniques
• Manage customer information within the CRM by logging interactions, tracking sales activities, and maintaining follow-up tasks and workflow processes while making process improvements along the way
• Schedule consultations, coordinate consult routes, and prepare consultation materials
• Aide in the completion of EGLE treatment permit applications and post permit process
• Use metric goals to improve job performance while analyzing data and present to upper management
• Foster a continuous learning environment for service office and store staff through mentoring, training, using development plans that are currently in place, and creating new educational opportunities
• Provide insights for improvements to service office and store procedures and implement
• Complete general office duties including data entry, processing mail, and projects
• Coordinate and/or perform maintenance and landscaping for the store front

Benefits

• Blue Cross Blue Shield Medical Insurance
• Blue Cross Blue Shield Dental Insurance
• Blue Cross Blue Shield Vision Insurance
• Short-term Disability Insurance
• Long-term Disability Insurance
• Accident Insurance
• Critical Illness Insurance
• Life Insurance
• Paid Time Off
• Holiday pay effective immediately (8 holidays recognized)
• 401 (k) with employer 4% match and revenue sharing
• Employee referral program
• Additional Training Programs: Career Development and Department Shadows

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed