Customer Experience Technician - Level 1

POLARIS Laboratories•Indianapolis, IN

About The Position

The Customer Experience Team is an extremely important part of developing and maintaining ongoing customer relationships. The daily focus is to deliver exceptional service and training in a timely fashion to both internal and external customers while maintaining a high level of quality. Customer Experience Tech, Level I: Interacts with customers on behalf of POLARIS and its Private Label Partners Prerequisite for all other positions within the Customer Experience team, and functions as a basis for growth opportunities outside of the department Demonstrates our 4P’s - Promptness, Politeness, Professionalism and Personalization

Requirements

Interpersonal skills
High level of professionalism
Positive attitude
Friendliness
Calm under pressure
Ability to handle stress
Excellent verbal and communication skills
Organized
Efficient
Good problem-solving skills
Data entry proficiency
Good computer skills (Microsoft Office Suite, specifically Outlook, Excel, and Word, as well as internet platform familiarity)
Multi-tasking
Ability to learn other software systems relatively easily
Analytical skills
Good writing skills (email etiquette)
Team player
Empathy
Confidentiality
OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. At POLARIS Laboratories, when going through the Laboratory it is required that you wear eye protection
Team members will be trained in the proper use and care of assigned PPE. POLARIS Laboratories provides the required PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager
To ensure safety throughout the facility, all employees are required to maintain up to date HAZMAT, OSHA, RCRA, and General Laboratory Safety training as defined within the POLARIS Quality System

Nice To Haves

Use of personal protective equipment (PPE), as required
Self-starter with the ability to work with minimal supervision
High School Diploma or equivalent
Minimum 2 years technical customer support experience
Prior administrative /office experience a plus
Prior knowledge of process improvements a plus
Prior knowledge of Lean philosophy a plus

Responsibilities

Manages customer experience – new user HORIZON access and permissions, account features and functions, training and customer feedback
Establishes new users, accounts and equipment
Processes equipment and sample inquiries – research and tracking
Places and tracks product orders
Trouble shoots technical problems and works to finds new solutions
Documents customer complaints for root cause analysis and process improvements
Shares responsibilities with team members for tracking and reporting department metrics such as response time, call time, etc
Participation and documentation in the Continuous Improvement process
Participation and documentation in maintaining and enhancing the customer’s experience with POLARIS products, systems, and features
Interacts with both internal and external customers regarding accounts, testing and program functionality
Knowledge of and adherence to documented policies and procedures
Provides coverage for Customer Experience Admin duties, when appropriate
Additional duties as assigned by management