Customer Experience Specialist
About The Position
The Customer Experience Specialist at Cytiva works with the Service Delivery team across the Americas and is responsible for dispatching work to field service using Salesforce. The role is part of the Equipment Service Center in Marlborough, Massachusetts, is onsite, and reports to the Service Center Manager. The specialist provides customer service to internal and external customers, opens service requests, and dispatches and schedules corrective repairs and preventive maintenance work orders in a timely manner. The role also involves communicating throughout the service process with Regional Service Managers, Field Service Engineers, Service Sales, Finance, and Sales teams.
Requirements
- High school diploma or GED.
- At least 1 year of experience in a customer service and/or call center environment.
- Proficiency in MS Office, including Excel, Word, Outlook, and Microsoft Teams.
Nice To Haves
- Proficiency in Salesforce and Oracle, and comfort switching between different systems.
- Dispatching experience.
Responsibilities
- Provide excellent customer service to internal and external customers.
- Open service requests and dispatch and schedule corrective repair and preventive maintenance work orders in a timely manner.
- Maintain effective communication throughout the process with Regional Service Managers, Field Service Engineers, Service Sales, Finance, and Sales teams.
- Dispatch work to field service using Salesforce.
Benefits
- Paid time off.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- 401(k).
- Bonus or incentive pay may be available.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
