Customer Experience Specialist - NAS
About The Position
This role focuses on developing and maintaining strong relationships with clients to drive revenue growth. The specialist will handle incoming customer requests, ensure customer satisfaction, and manage open orders promptly. Key responsibilities include providing accurate pricing, generating proposals for new services, troubleshooting customer issues, and initiating service actions based on contracts. The position involves using a computerized system for tracking and reporting, supporting junior staff, and escalating complex issues. There may be opportunities to promote alternative products or services, though customer support is the primary function. The role also includes creating and managing daily customer quotations, overseeing the quote follow-up process, updating the CRM, and assisting with credit and collection activities. Proactive reporting to identify account growth opportunities is also expected. Some travel is required.
Requirements
- An Associates Degree or equivalent and a minimum of 2 years related experience.
- Excellent written and verbal communication skills, including effective listening skills.
- Understanding of technical terminology.
- Strong knowledge of Microsoft Office products- Excel, Word, etc.
- Ability to work in a fast-paced goal-oriented environment.
- Able to handle multiple tasks, stay organized, and focused on details.
- Able to make recommendations and take proactive approach.
- General knowledge of the organization, and thorough knowledge of company products and services.
- Ability to navigate a computerized data entry system or other relevant applications.
- Ability to build and foster relationships.
Nice To Haves
- Bachelor’s degree strongly preferred.
Responsibilities
- Develops and maintains favorable relationships with new and existing clients in order to increase revenue.
- Handles incoming customer requests and fulfills customer needs to ensure customer satisfaction.
- Monitors open orders to ensure completeness in a prompt manner.
- Ensures proper pricing and provides proposal on new services.
- Reviews and troubleshoots customer problems and initiates standard action with field service as guided by customer contract.
- Uses computerized system for tracking, information gathering, and reporting.
- Provides support to lower level staff on non-standard case issues.
- Refers highly unusual situations to higher authority for review and reconciliation.
- May assess needs and suggest/promote alternative products or services.
- Responsible for creating and managing daily customer quotations.
- Manages quote follow-up process including weekly open quote reports, updating CRM to reflect quote status.
- Assists in credit and collection activities.
- Provides reports proactively to show data necessary for account growth opportunities.
Benefits
- tuition reimbursement
- medical, dental, and vision insurance
- prescription drug coverage
- 401(k) retirement plan
- short-term disability insurance
- 8 weeks paid birthing leave
- 2 weeks paid bonding leave
- life and long-term disability insurance
- up to 12 days paid time off
- 2 paid well-being days
- 1 paid volunteer day
- 10 paid holidays
- 3 floating holidays per year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
