Customer Experience Technician - Level 1
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. The Customer Experience Tech, Level I interacts with customers on behalf of POLARIS and its Private Label Partners. This role is a prerequisite for all other positions within the Customer Experience team and functions as a basis for growth opportunities outside of the department. The role 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
Nice To Haves
- Use of personal protective equipment (PPE), as required
- Self-starter with the ability to work with minimal supervision
- 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
Benefits
- Training in the proper use and care of assigned PPE
- Provision of required PPE
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
