Customer Experience Representative

The McAlear Group offers a full range of benefits for eligible employee including 401k, health and life insurance, Employee Assistance Program (EAP), disability coverage, and PTO

The position optimizes customer interactions within the service center to ensure a positive experience at every touchpoint. They serve as the point of contact at the service center, embodying company values and our commitment to exceeding customer expectations. Their interaction with customers significantly impacts brand perception, customer loyalty, and word-of-mouth recommendations. This role is crucial in maintaining strong customer relationships by addressing inquiries, resolving issues, and providing exceptional service. It is vital they ensure that customers feel valued and understood, contributing to overall satisfaction and loyalty.

The overall objective of the position is to focus on delivering high-quality service that fosters positive customer interactions across all touch points within the service center. The role’s responsibilities are diverse and include tasks essential for enhancing customer experiences.

Our company believes in the Ideal Team Player. We follow the model behaviors of Humble (quick to point out the contributions of others), Hungry (self-motivated and diligent), Smart (socially appropriate and aware), Safety-Minded (works to lower safety risks, Quality-Minded (take pride in their work) and Attendance (recognizes their presence is important).

ESSENTIAL JOB DUTIES & RESPONSIBILITIES

• Respond to customer inquiries promptly and accurately via phone, email, chat or in person with pleasant and efficient chat etiquette.
• Provide clear and concise information to help customers resolve issues and answer questions.
• Manage customer frustrations with empathy and professionalism, working to resolve issues efficiently and effectively.
• Process customer orders and manage transactions within the service center, ensuring accuracy and efficiency.
• Schedule deliveries and provide required communication, such as lead times, for Delivery Direct Program.
• Contribute to the overall customer experience by ensuring every interaction is positive, informative, and aligns with the company’s values.
• Ability to effectively communicate information, provide inquiry resolution and respond to customer escalation per expected processes.
• Serve as a knowledgeable resource to customers utilizing company workflows and processes.
• Present customer solutions aligning with company expectations and standards.
• Effectively carryout a series of work instructions within the service center to address customer needs and process transactions promptly.
• Maintain accurate customer records by documentation customer interactions in CRM and ERP software.
• Actively supporting the sales department in achieving goals by being a team player and providing uniquely better customer service.
• Utilize technical tools to support customer engineering needs.
• Serve as a liaison between customers, freight carriers, and internal departments.
• Monitor and move slow-moving inventory to improve service center stock numbers.
• Processes RGAs.

NON-ESSENTIAL JOB DUTIES & RESPONSIBILITIES :

PHYSICAL DEMANDS & WORK ENVIRONMENT :

COMPETENCY, KNOWLEDGE, SKILLS & ABILITIES :

EDUCATION & EXPERIENCE :

REQUIRED :

PREFERRED :

Thank you for your interest in SERVICE SPRING CORP.. Our records indicate that you have already submitted an application for employment. Should your prior experience match our business needs, you will be contacted by a representative of our company.The goal of the questions that you have just answered is to help determine if this opportunity would be a good match for you and our company. At this time your qualifications do not match any of our positions. Your application will remain active for 30 days. Please do not reapply during this time period, as your application will register in the system as "Already Applied". Thank you for your interest in employment with us.