Customer Experience Specialist

Job Description

Customer Experience Specialist

Reports To : Customer Experience Manager or Customer Experience Quality Manager

Direct Reports : N / A

FLSA Status : Exempt (Not eligible for OT)

Employment Type : Full time

Position Overview : Deliver a best-in-class, customer-centric experience with every customer interaction across every channel, provide quotes, process orders, and answer customer question with accuracy in a timely manner.

Essential Job Functions :

• Deliver a best-in-class, customer-centric experience with every customer interaction across every channel.
• Communicate clearly and professionally in both verbal and written formats.
• Accurately process price quotes and orders utilizing various systems.
• Strive to deliver one-touch resolution for every case handled.
• Meet and / or exceed all Service Level Agreements (SLA) that are established for each assigned customer.
• Meet and / or exceed all Quality Service Standards as established by Customer Experience.
• Meet and / or exceed all Performance Metrics as established by Customer Experience.
• Demonstrate a command of product and industry knowledge when assisting with questions, providing guidance and choices to our customers.
• Understand and effectively use applicable technology as required by the business.
• Maintain a positive, empathetic, and professional demeanor toward internal and external customers.
• Up-sell and cross-sell products, offering alternatives to customers when appropriate.
• Cross-functional collaboration to ensure all customer needs are met.
• Provides coaching and assistance to the team as necessary.

Non-Essential Job Functions :

Training : On the job

Qualifications :

Education & Certifications : High school diploma or Equivalent through Associate’s Degree or higher preferred, but not required

Experience : 1-3+ year(s) customer service experience preferred, Intermediate or higher skill level in Microsoft Outlook, Excel, and Word, Experience in business software – ERP, order entry software, CRM preferably Salesforce

Key Competencies : Performs well under pressure, Technophile, Team-Oriented, Listening, Problem-Solving, Time Management, Flexible, Highly Organized, Detail-Oriented, Reliable, Highly Engaged, Professional Communication (written & verbal), Coachable, Empathetic

Physical Requirements : Long periods of sitting or standing at an individual workstation, heavy computer work.

Working Conditions : Daily work in a temperature-controlled office environment, heavy computer work, must be able to stand / sit for the duration of the workday

EEO Statement : National Safety Apparel provides equal employment opportunities for all persons regardless of race, color, religion, sex, national origin, handicap, disability, ancestry, age, veteran status, marital status, sexual orientation or any other protected group status as defined by law.