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Customer Experience Specialist

2 months ago

Latham, United States Protective Industrial Products Full time

JOB TITLE Customer Experience Specialist (CXS-1) DEPARTMENT Customer Experience LOCATION Latham, NY (HQ) COMPANY SUMMARY PIP Global Safety (PIP), a leader in global safety, is a global supplier and manufacturer of PPE products. We are proud to work with our distributor network across the world to provide safety professional with the right PPE products and solutions. With nearly forty years of experience in PPE and a dedicated team of professionals, you can count on us to be there for you. JOB SUMMARY The Customer Experience Specialist (CXS-1) provides high-quality customer support and problem resolution utilizing telephone, email, and chat technologies. This position is responsible for managing general customer concerns which may include mis-shipments, returns, and pricing discrepancies; escalating as needed to ensure issues are handled in a timely manner. The Specialist performing at this level will be required to utilize skills from training, education, or experience to fulfill their daily responsibilities. In addition, this role will be working in a team environment, working to maximize individual and overall team performance. The pay range for the position is $19.00-22.00/hour commensurate with experience. YOU ARE Customer Centric - Assist customers via telephone, email, and chat with an exceptional level of service delivery. You will serve as their go-to for resolving concerns and ensuring a positive customer experience from start to finish. A Problem Solver – You aren’t afraid to jump in and diagnose and resolve problems utilizing department tools, resources, and business judgment, resulting in increased customer confidence with PIP products. A Team Player - Perform as a positive role model by demonstrating continuous performance improvement, solid business skills and support of department and company objectives. You work effectively in a team environment, with a willingness to work cross-functionally, continuously gaining new skills. Agile - Upsell the PIP product line on incoming calls; and when appropriate, outgoing calls to customers. Detail oriented - Ensure productivity and quality levels are met in order to meet and exceed customer expectations. REQUIRED SKILLS FOR SUCCESS High School Diploma: Associates preferred but not required. Previous experience in a telephonic or personal customer contact position is preferred. Commitment to developing strong customer relationships and providing resolution to customer issues on the first pass. Strong written and verbal proficiencies with attention to detail and accuracy. Flexibility to work in a fast-paced, multi-task team environment. Basic PC knowledge, working knowledge of Microsoft Outlook, Windows operating systems, Internet, and mainstream web browsers. Protective Industrial Products (PIP) is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. PIP makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, you may request access to our EEO policy.