Customer Experience Tech I

Assembled Products Corp • Rogers, AR

8d • Onsite

About The Position

The Customer Experience Technician I is responsible for ensuring the care of customers and service companies by providing the services necessary to ensure accurate and timely repair of our products through technical analysis and parts orders.

Requirements

• Communication Skills: Organizes and expresses ideas and information clearly, using appropriate and efficient communication methods.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal customers. Establishes and maintains effective relationships with customers and gains their trust and respect.
• Detailed Oriented: Verifies important details and ensures no surprises or gaps in the needed information.
• Analytical Skills: The ability to observe, research, identify, and solve complex problems.
• Collaboration: Works collaboratively with others across the organization to achieve shared objectives. Partners with others to get work done.
• Multi-tasking: The ability to work on multiple tasks at once and complete them simultaneously. Comfortable juggling multiple projects and priorities.
• Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.
• High School Diploma or equivalent.
• One year of related experience

Responsibilities

• Provide excellent customer service to both internal and external customers while maintaining a high level of professionalism.
• Communicate with end-user customers, technicians, and service companies to troubleshoot and resolve technical issues satisfactorily.
• De-escalate situations involving dissatisfied customers, offering to serve as primary contact until a resolution is achieved.
• Demonstrates a technical understanding of all Mart Cart and/or SMT products, including but not limited to Mart Cart branded units (all models), Care Chairs, Shoppers Aids, and SMT system components.
• Process e-mails and phone correspondence from service companies or customers.
• Generate accurate parts orders when received from customers via email, phone, etc.
• Authorizes warranty work.
• Provide follow-up with customers and/or internal departments to ensure fulfillment of orders and satisfactory resolution of all issues, as appropriate.
• Files Service Department records daily.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED