Customer Experience Associate
Description
Summary
This position is customer focused and deals with processing customer orders, resolving inquires, contact center management including inbound/outbound calls and case management for external and internal customers.
Note: This role is located on-site in Highland Park, IL Monday through Friday, regular business hours.
Key Outcomes
The Customer Experience Associate will be responsible for communicating with customers both external and internal, front line phone coverage and processing orders received by phone and through Net Suite Case management. Daily order & case management providing world class service to external and internal customers. Focus on continuous process improvement and automation through company approved projects for customer ease in doing business with us.
Essential Duties & Responsibilities:
- Communicating with customers through inbound and outbound calls
- Answering potential customers' questions and sending additional information per email
- Order processing & management
- Quote processing as requested
- Explaining and demonstrating features of products and services
- Interacting with cross functional teams in support of customer experience and needs
- Net Suite project enhancement involvement
- Work with customers to convert to online web ordering
Position Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Bachelor's degree or high school diploma with 3+ years of relevant experience. Bachelor's degree strongly preferred
- Excellent phone skills
- Desire to provide the best possible experience for our customers
- Thrive in a fast-paced environment with coaching support
- Dedicated to excellent attendance
- Emotional Intelligence, especially with its application
- Previous experience with adapting in a growing and changing environment
- Good interpersonal skills
- Analytical capacity and problem-solving skills
- Displays team player characteristics
- Organizing skills with ability to multi-task
- Results oriented with solid follow-up skills
- Possesses a strong desire to learn
- Detail oriented, able to manage priorities and self-motivated
- Ability to develop strong working relationships with customers
- Exhibits solid business acumen
- Strong Microsoft Excel and Word skills Exceptional customer service skills
- Strong listening and sales skills
- Ability to achieve targets
- Core hours of Monday - Friday, XXXX to XXXX
Key Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.
Required Education, Certification, Training
To perform the job successfully, an individual should have or obtain the following education, certification or training:
- Bachelor's degree or high school diploma with 3+ years of relevant experience. Bachelor's degree strongly preferred
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
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