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Customer Experience Coordinator

4 months ago

Canal Winchester, United States Kinetico Incorporated Full time
Job DescriptionJob Description

The Customer Experience Coordinator is responsible for assisting in the development of strategies to improve customer satisfaction and optimize operational performance within Corporate Dealers.


Compensation: Non-exempt hourly pay based on experience. Performance Bonus eligible.

Travel: None

Location: Kinetico Retail Store Canal Winchester, OH

Key Responsibilities:

  1. Develops and supports implementation of processes to enhance end-to-end customer experience and improve customer satisfaction ratings.
  2. Monitors and assists Corporate Dealer team to maximize referral opportunities, Google Reviews, and customer satisfaction surveys.
  3. Assists with research, collection, database administration, and analysis of customer data and feedback.
  4. Performs audits on recorded calls to ensure consistency and addresses coaching opportunities with management team.
  5. Collaborates with Sales, Service, and Marketing teams to address customer issues and maximize sales and service opportunities.
  6. Investigates escalated customer complaints and provides resolution options.
  7. Assists in facilitating training sessions with management team and conducts post training sessions to provide support, coaching, and guidance.

This list of responsibilities is not exhaustive. Other duties may be required to be undertaken which fall within the scope and general level of responsibility attached to the role.

What you will need to succeed:

Education & Qualifications:

  • Required: High school diploma and 2-4 years of related work experience
  • Preferred: Associate degree with a major in business or similar discipline
  • Experience working in a customer service environment.
  • Salesforce experience required.
  • Strong computer skills including Microsoft Word, PowerPoint, and Excel.
  • Handles sensitive information with a high level of confidentiality.
  • Good analytical and problem-solving skills.
  • Strong attention to detail.
  • Good organizational skills.
  • Excellent interpersonal, written, grammar, and verbal communication skills.

Competencies:

  • Mental and visual attention to detail
  • Excellent written and verbal communication skills.
  • Organizational skills and ability to multi-task.
  • Ability to operate effectively both as an individual and as part of a team

Physical Effort and Work Environment

  • Frequent standing, walking, bending, pushing and reaching
  • Frequent lifting of up to 50 pounds and maneuvering up to 100 pounds with a dolly
  • Frequently exposed to oil and noise
  • Exposure to heat or cold due to seasonal changes

Why Join Kinetico:

  • Medical, Dental, Vision and Prescription Drug Insurance Coverage
  • Employer Provided Life Insurance, Short-Term and Long-Term Disability Benefits
  • 401(k) Contribution Matching Program
  • Employer Funded Defined Contribution Plan
  • Paid Vacation, Holidays and Community Service Volunteer Time-off Benefit
  • Wellness Program
  • Educational Assistance Reimbursement Program

Our Commitment and Difference:

Founded in 1970, Kinetico pioneered the development of non-electric, fully automatic water treatment systems. In the years since, we have grown into a global company of independent Kinetico water experts and international distributors serving more than 100 countries. We offer complete water systems that deliver only the highest quality water for general use and drinking. We back every piece of our equipment with industry-leading warranties. Our approach reflects our deep commitment to preserving and conserving fresh water, one of our planet's most precious and endangered natural resources.

Kinetico Incorporated is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities.

E-Verify: We verify the identity and employment authorization of individuals hired for employment in the United States.