We are currently hiring for the following position:

Job Title: Customer Experience Specialist
 

Classification

Non-Exempt

Pay Range

$17.00 - $20.00 per hour

 

Department

Customer Service Department

Supervisor

Customer Service Supervisor

Position Overview

The primary goal of this position is to provide efficient and courteous customer service by telephone or email for issues and feedback related to customer expectations.  Analyze feedback from customers where the customers’ expectations were not met or could be improved. Investigating customer feedback/complaints and validates the complaint by reviewing customer order, product shipped, and validity of complaint. Working hand in hand with Customer Service and Supervisor to correct and problem solve issues.

 

Assigned Functions and Duties

  • Correspond with International Sales and Domestic team via email and phone.

  • Provide customer service support, answers incoming calls and assists customers with their questions and concerns related to product issues or order issues

  • De-escalate situations involving dissatisfied customers by offering assistance and support in a patient and professional manner.

  • Ensure accuracy of data on feedback logs

  • Document customer feedback or complaints, issuing returns where applicable

  • Organize returns and keep accurate detailed records.

  • Review returned product, follow up with necessary departments for additional processing where applicable

  • Follow up with customer for additional information or information on findings

  • Report issues on returns to supervisor

  • Ensure compliance with internal control procedures.

  • Analyze data and identify trends

  • Request corrective action form when necessary.

  • Work closely with management team

  • Operate various office equipment

  • Other duties as assigned

 

Minimum Job Requirements

  • Requires High School Diploma or equivalent

  • Must have knowledge of the field’s concepts, practices, and procedures.

  • PC and Data entry experience required

  • Strong math skills a must

  • Ability to spell, write, and compose electronic correspondence with accuracy

  • Familiar with Great Plains Software preferred.

  • Must be detailed and goal oriented

  • Must be able to multitask

  • Strong customer Service skills required

Physical and Mental Requirements

  • Must be able to carry heavy items of up to 15 lbs.

  • Must have ability to pick, pinch, and type.

  • Must be able to extend hand(s) and arm(s) in any direction

  • Must be able to see the PC screens; detect color coding, read fine print, and/or normal type size print.

  • Must be able to hear and understand what clients are saying in normal conversation.

  • Must have the ability to understand, remember, and apply oral and/ or written instructions or other information.

  • Ability to organize thoughts and ideas into understandable terminology.

  • Ability to organize and prioritize own work schedule

  • Ability to apply common sense in performing job

  • Ability to complete routine forms, use existing form letters and/or conduct routine oral communication.

  • Ability to add, subtracts, multiply, divide and to record, balance and check results for accuracy.

 

 

Note:  This job description is not intended to be all-inclusive.  Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.

 

World Class Technology in an At-will employer.

 

World Class Technology Corporation is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of individual’s race, color religion, creed, sex, national origin, age, disability, marital status, veteran status, or any other status protected by applicable law.