Customer Experience Liaison

3 days ago


Des Moines, Iowa, United States Seneca Tank Full time
Job Summary

We are seeking a highly skilled Customer Experience Coordinator to join our team at Seneca Tank. As a key member of our customer service team, you will be responsible for providing exceptional customer experiences through prompt and guided responses to customer inquiries.

Key Responsibilities
  • Promptly answer inbound calls and web communication
  • Facilitate guided transfers of inbound calls
  • Provide accurate, valid, and complete information on customer inquiries
  • Resolve moderate to complex customer issues regarding order status and payment questions
  • Provide thorough, sequential documentation of customer issues to appropriate team(s)
Required Competencies
  • Champion the Seneca Tank core values: Serve the customer above all else, Do what you say you will do, Understand the value of reputation, Whatever you do, do it well, Put in More Than You Take Out
  • Attention to detail and active listening skills
  • Passion for professional and timely customer service
  • Advanced knowledge, or ability to master, Microsoft Teams Calling software
  • Organizational understanding and collaboration
  • Problem solving skills
  • Ability to communicate effectively verbally and in writing
  • Ability to read, write, speak, and understand English
  • Basic knowledge of Microsoft Office Suite
  • Ability to effectively manage multiple customer inquiries simultaneously
Required Qualifications
  • High school diploma or equivalent
Accountability
  • Inbound call wait time
  • Customer communication satisfaction
  • Case resolution time
Physical Demands

The incumbent must be able to physically perform medium work, exerting up to 50 lbs. of force occasionally, 20 lbs. of force frequently, and 10 lbs. of force constantly to move objects. Visual requirements include clarity of vision at a distance of more than 20 inches and less than 20 feet without correction, color vision, depth perception, and field of vision. The incumbent must also be able to perform the following physical activities: Climbing, balancing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, and repetitive motions.

Equipment & Software
  • Office equipment, including telephone, computer, photocopier, and fax machine
  • Software: MS Office - Teams, Word, Excel, Outlook, Powerpoint, internet browser, Acumatica, and others
Safety

The incumbent must follow policies found in Seneca Tank's Safety Manual.



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