Customer Experience Specialist

ASSA ABLOY•Plano, TX

1d•Hybrid

About The Position

ASSA ABLOY Global Solutions is part of the ASSA ABLOY Group, the global leader in access solutions. Our expertise in customer journey mapping, innovation, and service design leads to the invention of new solutions that create value for our clients and exceptional experiences for their end users. Biosite, part of Global Solutions, provides technology-enabled solutions designed to optimize operational efficiency, improve health and safety, and ensure compliance for construction projects. As a Customer Excellence Specialist, you will play a pivotal role in ensuring our customers have a seamless experience from onboarding through ongoing support. You’ll be the bridge between our customers and the company, addressing their needs, resolving issues, and providing timely solutions. This role combines remote support work with occasional construction site visits to enhance customer satisfaction.

Requirements

A minimum of 1 year’s business to business direct sales/customer service experience.
Intelligent, well presented and confident.
Able to quickly build rapport with new contacts.
Resilient and target driven.
A self-starter who is able to operate independently when needed.
Basic understanding of technical concepts including back-end systems, software integrations, and user experience flows.
Experience selling and performing customer service for complex IT solutions including integrations with different platforms.
Comfortable visiting construction sites.
Ability to work within a team environment. Evidence of this would be prior experience of having been part of a successful team.
Good communication skills. Evidence of this would be successful publications, production of well written proposals/reports etc.
A commitment to high quality products and services, and to high ethical standards. Evidence of this commitment would be the standards achieved in previous positions.
Good time management skills. Evidence of this would be the ability to complete assigned tasks on time.

Responsibilities

Respond to customer inquiries via phone, email, and live chat, providing timely and accurate assistance.
Handle troubleshooting requests, product-related questions, and order inquiries.
Document customer interactions, transactions, comments, and complaints.
Conduct on-site visits to assist with customer onboarding, product installations, and training.
Collaborate with cross-functional teams to ensure a smooth transition for new customers.
Provide personalized support during face-to-face interactions.
Assist customers remotely by troubleshooting technical issues, guiding them through product features, and addressing concerns.
Use various communication channels (phone, email, chat) to provide exceptional service.
Build strong relationships with customers, understanding their unique needs and challenges.
Proactively identify opportunities to enhance customer satisfaction and loyalty.
Escalate complex issues to the appropriate teams for resolution.
Approximately 30% travel required for on-site visits, customer meetings, and training sessions.
Plan travel logistics, including scheduling, accommodations, and transportation.
Perform other duties over and above core development responsibilities.
Basic product development assistance.
Customer negotiation or assistance.
Input into the strategic planning of the business.
Other duties as requested by the management team.