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    Customer Experience Specialist - Cumming, United States - Automationdirect Inc.

    Automationdirect Inc.
    Automationdirect Inc. Cumming, United States

    3 weeks ago

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    Description

    Customer Experience SpecialistObjective :

    The primary purpose of this customer serviceposition is to connect withcustomers in a high volume, call center environment, and create an experiencewhere customers know they have been heard, understood, served well, and valued.

    Responsible for delivering extraordinary experience on correspondences, inboundor outbound, in a fast-paced, structured customer service environment.

    Thisposition includes all general customer service duties such as answering inboundcalls, making outbound calls, communicating through online chat, enteringorders, providing quotes, order status, order tracking information, routing thecustomer to the appropriate technician, accepting payment methods, basic RMAgeneration, general website assistance, etc.

    Works under general supervisionwith use of problem-solving skills, discretion, and independent judgment.


    Responsibilities :
    Handle ALL customer inquiries, via any communication channel offered by ADC, ensuring that the customer needs are met promptly, thoroughly, and accurately, including but not limited to:Orders: including order acknowledgements, tracking, best ship methods, etc

    Quotes:

    providing quotes, converting quotes to orders, linking quotes to customer accounts from guest usersPricing and AvailabilityRMA's: includes claims for freight damage, issuing call tags, etc.

    Process(ed)

    Payment:
    including invoicing (current and outstanding), credit card payments, credits, coupons, discounts, etc

    Call Routing:
    route customer, only when necessary, via any available channel (phone, email, chat, etc.), to appropriate destination (includes Tech Support Specialist)

    Provide copies of documents to customers as requestedEx:
    Invoices, packing slips, certificate of compliance, etc.

    Look for innovative ways to better the customer experience among all customer touchpointsProvide feedback to leadership to continue improving the department and processWork as customer advocate to ensure customer experience is prioritized properly, if another teams' engagement is requiredParticipate in product and process training as requiredQualifications :
    Requires High School Diploma or EquivalentRequires a minimum of 2 years customer relations experience in a fast-paced environmentPreference given to call center experienceStrong data entry and typing skills (35 wpm) requiredMust have Windows-based applications experience#J-18808-Ljbffr
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