Customer Experience Specialist

Maguire•Sioux Falls, SD

39d•Onsite

About The Position

For over 100 years, Maguire has been an industry leader in the fabrication, construction, and maintenance of water storage tanks and elevated water towers. The Customer Experience Specialist will deliver superior service to all customers. This position will own all customer issues until solved. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that all departments meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company. They are also responsible for ensuring all customer interactions are documented. The above statements are intended to describe the general nature and level of work being performed and not an exhaustive list of all responsibilities, duties, and skills required of team members. May perform other duties as assigned.

Requirements

Bachelor’s Degree: Business, Communications, Employee Relations or equivalent field.
Equivalent combination of education and experience may be substituted in lieu of degree.
Passionate about having direct contact with customers and customer-facing teams.
Fast learner who can think on the spot and take initiative to solve problems.
Effective written and oral communication skills.
Strong computer skills.
Ability to meet deadlines and be able to work independently.
Strong listening skills.
Ability to put yourself in the customer’s shoes and see things from their perspective.
Work cohesively with multiple teams, team members and departments for the good of the customer.
Embrace change as company processes, strategies and technologies evolve.
The ideal candidate must have a working knowledge of all job-specific operating procedures, be extremely quality conscious and detail-oriented, accept responsibility and accountability for own actions, can work independently with minimal supervision, be able to build solid relationships with internal and external customers, be dependable and trustworthy, and have advanced computer skills.

Nice To Haves

Previous hands-on experience with marketing tools preferred.

Responsibilities

Develop a thorough understanding of Maguire’s products and services.
Provide professional and customer friendly delivery of service to internal and external customers.
Create a connection and develop a rapport with customers to provide outstanding, personalized service.
Assist customers with inquiries and/or problem resolution in a professional and composed manner.
Help develop and follow established policies, procedures and guidelines to protect both the customer and the company.
Track and analyze customer encounters to identify errors, inconsistences and possible areas of improvement.
Understand the needs, motivations and emotions of customers.
Aid the company improve processes and interactions to create a positive customer experience.
Use in-depth knowledge of Maguire’s existing customer base to help other departments develop new products, marketing plans and engagement strategies.
Document all account activities within the system of record