Customer Experience Specialist
About The Position
The Customer Experience Specialist works with Cytiva’s Service Delivery team across the Americas and dispatches work to field service through 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. The role also involves maintaining communication with relevant teams and individuals throughout the service process.
Requirements
- High school diploma or GED.
- At least 1 year of experience in a customer service and/or call center environment.
- Proficiency in Microsoft Office, including Excel, Word, Outlook, and Microsoft Teams.
Nice To Haves
- Proficiency in Salesforce and Oracle, with the ability to switch 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 service process with Regional Service Managers, Field Service Engineers, Service Sales, Finance, and Sales teams.
Benefits
- Paid time off.
- Medical, dental, and vision insurance.
- 401(k).
- Bonus/incentive pay eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
