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Customer Experience Specialist Ii
3 months ago
Broan-NuTone leads the residential ventilation industry in North America with our innovative products, fulfilling our mission to improve people’s lives through better air. We are present in more than 110 million homes in North America and are proud to move almost 13 trillion cubic feet of fresh air per year. Our 2,000+ entrepreneurs operate in four countries and our quality products are made by five manufacturing facilities we own and by trusted supply partners. Our leading brands include Broan, NuTone, Zephyr, Best, Venmar, and vanEE.
At Broan-NuTone we are all about growth, so we have a one-page Growth Agenda that serves as our true north at all levels in the organization. Founded in 1932, Broan-NuTone is the largest company in Madison Air, one of the world’s largest privately held companies with 8,000 entrepreneurs, $10 billion in enterprise value, and 42 manufacturing facilities in 11 countries around the world. Madison Air’s mission to make the world safer, healthier, and more productive through the transformative power of air brings us all together. We are also passionate about the safety of our entrepreneurs, a culture that promotes safety, innovation, growth, a bias for action, and building trust.
**This is a hybrid role that would require commuting to our Hartford, WI headquarters multiple times a week.**
**Job Summary**:
Experienced Customer Experience Specialist that exemplifies expectations to customers. Under the direction of the Customer Experience Management team this position will take on various new responsibilities. The Customer Experience Specialist II position incorporates all responsibilities of the Customer Experience Specialist I, in addition to the responsibilities below.
**Responsibilities**:
- Resolve customer concerns by asking probing questions to determining their primary concern, selecting and explain the best solution and follow up to ensure resolution
- Recommend potential products by analyzing customer needs
- Obtain necessary information from customers to adequately follow up
- Document important customer information in AS400 and Salesforce
- Process orders, order changes, cancellations, adjustments, and credits
- Foster and maintain relationships with customers to continuously improve our retention rate
- Maintain updated knowledge of all company products to provide adequate education to customers
- Attend all required internal meetings as assigned, which may require coming into the office
- Perform tasks and duties as assigned by management
(Continued Expectations for Level II)
- Proficient in company procedures
- Proficient in company systems
- Proficient in product knowledge
- Promote continuous improvement in the customer experience channel/overall team
- Become a key contact for the channel for both internal and external customers
- Attend meetings when required for customer support of accounts and to review information when needed from different parts of the organization
- Have the ability to take on new functions that me currently be undefined (adaptability)
- Perform tasks and duties as assigned by management
**Job Requirements**:
- High School Diploma or equivalent
- 1 + years of customer service experience
- Excellent written and verbal communication skills
- Basic computer skills and excellent phone disposition
- Experience with CRM systems preferred
- Willingness to work independently or as part of a team
- Coachable; Adaptable; Team Player
