Customer Experience Specialist
3 weeks ago
The primary purpose of this customer serviceposition is to connect withcustomers in a high volume, call center environment, and create an experiencewhere customers know they have been heard, understood, served well, and valued.Responsible for delivering extraordinary experience on correspondences, inboundor outbound, in a fast-paced, structured customer service environment. Thisposition includes all general customer service duties such as answering inboundcalls, making outbound calls, communicating through online chat, enteringorders, providing quotes, order status, order tracking information, routing thecustomer to the appropriate technician, accepting payment methods, basic RMAgeneration, general website assistance, etc. Works under general supervisionwith use of problem-solving skills, discretion, and independent judgment.
Responsibilities :
Handle ALL customer inquiries, via any communication channel offered by ADC, ensuring that the customer needs are met promptly, thoroughly, and accurately, including but not limited to:
Quotes: providing quotes, converting quotes to orders, linking quotes to customer accounts from guest users
Pricing and Availability
RMA’s: includes claims for freight damage, issuing call tags, etc.
Process(ed) Payment: including invoicing (current and outstanding), credit card payments, credits, coupons, discounts, etc.
Call Routing: route customer, only when necessary, via any available channel (phone, email, chat, etc.), to appropriate destination (includes Tech Support Specialist)
Provide copies of documents to customers as requested
Ex: Invoices, packing slips, certificate of compliance, etc.
Look for innovative ways to better the customer experience among all customer touchpoints
Provide feedback to leadership to continue improving the department and process
Work as customer advocate to ensure customer experience is prioritized properly, if another teams’ engagement is required
Participate in product and process training as required
Qualifications :
Requires High School Diploma or Equivalent
Requires a minimum of 2 years customer relations experience in a fast-paced environment
Preference given to call center experience
Strong data entry and typing skills (35 wpm) required
Must have Windows-based applications experience
Recognized by the AJC as the top medium size company to work for in the Atlanta area in 2012, 2014, and 2017. AutomationDirect has prioritized creating a company culture that allows employees to take ownership of their jobs and to be rewarded for a job well done.
AutomationDirect is proud to be a Drug Free Workplace
AutomationDirect, in accordance with the laws of the State of Georgia, is a certified Drug Free Workplace which requires pre-employment substance abuse testing as a condition of employment. If the company extends and offer for employment, the applicant must submit to a substance abuse test. Employment will be contingent on successfully passing the pre-employment substance abuse test.
Equal Opportunity Employer
AutomationDirect does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, genetic information, sexual orientation, pregnancy, veteran status, or any other basis protected by applicable law.
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