Customer Experience Specialist

1 week ago


Baltimore, Maryland, United States USALCO Full time
About the Job

USALCO, a leading provider of water and wastewater treatment chemistry, is seeking a Customer Experience Coordinator to ensure exceptional customer satisfaction and loyalty through effective processes, communication, and service delivery.

Key Responsibilities
  • Main Point of Contact: Act as the primary point of contact for customer inquiries, feedback, and escalations.
  • Customer Satisfaction Strategies: Implement and maintain strategies to enhance customer satisfaction and retention.
  • Customer Interaction Monitoring: Monitor customer interactions across various channels and ensure timely responses.
  • Cross-Functional Collaboration: Collaborate with cross-functional teams to address customer needs and issues.
  • Customer Service Training: Develop and implement customer service training programs for staff.
  • Customer Feedback Analysis: Analyze customer feedback and data to identify trends and areas for improvement.
  • Customer Engagement Initiatives: Implement and manage customer engagement initiatives, such as loyalty programs or surveys.
Required Qualifications
  • Software Proficiency: Knowledge of appropriate software, including Microsoft Word, Excel, and Outlook, Microsoft PowerPoint, Adobe Acrobat, and CRM software (Salesforce preferred).
  • Interpersonal and Analytical Skills: Strong interpersonal skills, analytical skills, and English communication skills.
  • Problem-Solving and Prioritization: Ability to problem solve quickly and prioritize tasks according to their importance.
  • Experience and Education: 3 years of experience as an Inside Account Manager, Key Account Manager, Customer Service Representative or relevant role.
  • Work Environment: Ability to work effectively in a fast-paced environment.
  • Passion for Customer Experience: Passion for delivering exceptional customer experiences.
  • Valid Driver's License: Valid driver's license.
Working Conditions
  • Environment: Environment primarily includes indoor work.
  • Physical Requirements: Physical requirements include standing, sitting, stooping, reaching, bending, and typing.
  • Work Schedule: Workdays are Monday to Friday with weekend work as needed.

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