Customer Experience Associate
1 month ago
The Customer Experience Coordinator role plays a pivotal part in ensuring exceptional customer service for both internal and external stakeholders. Responsibilities encompass coordinating field service technicians' schedules, managing customer inquiries, and handling daily administrative tasks to uphold a superior level of customer experience.
Key Responsibilities:- Deliver Outstanding Customer Experiences: Exceed customer expectations by maintaining proactive communication with both internal and external customers.
- Cultivate Strong Relationships: Nurture relationships with customers through effective and timely communication channels.
- Collaborate with the Customer Experience Team: Work closely with the Customer Experience Team and Service Manager to coordinate service efforts and efficiently address any arising issues.
- Ensure Prompt Responses: Respond promptly and knowledgeably to service calls and emails, demonstrating a customer-centric approach.
- Dispatch Service Personnel: Effectively dispatch service personnel based on their skills, the nature of the request, and their location, utilizing GPS technology for optimal efficiency.
- Conduct Daily Audits: Conduct daily audits of service reports, adhering to established procedures to ensure accuracy and completeness.
- Act as a Dedicated Customer Advocate: Capture feedback and report it to the CARE and Leadership Team for continuous improvement.
- Build Relationships within the Tustin Group Network: Build and maintain relationships within the broader Tustin Group network to facilitate collaboration and support.
- Contribute to Weekly Manpower Meetings: Contribute valuable insights to weekly manpower meetings regarding work progress, customer relations, and other operational matters.
- Execute Service Coordinator Training Program: Execute all duties outlined in the service coordinator training program with diligence and attention to detail.
- Support Special Projects: Provide support for special projects as assigned by managers or supervisors, adapting flexibly to evolving responsibilities.
- Education: High school diploma or equivalent; two plus years of coordinator experience or a similar role, or an equivalent combination of education and experience.
- Language Skills: Proficient in spoken and written English, with the ability to effectively communicate and present information to various stakeholders.
- Mathematical Skills: Comfortable with basic mathematical concepts and their practical application in day-to-day tasks.
- Problem-Solving Skills: Strong problem-solving skills and the ability to interpret instructions accurately.
- Technical Skills: Proficient in using inventory and scheduling software, internet applications, spreadsheet software (Excel), and word processing software.
- Sitting and Typing: Sitting for prolonged periods at a desk while using a computer.
- Standing and Walking: Occasionally standing and walking within the office to retrieve files or documents.
- Lifting and Carrying: Lifting and carrying light office supplies, such as paper or small packages, typically weighing up to 10 pounds.
- Reaching and Bending: Reaching and bending to access file cabinets and shelves.
- Telephone Use: Using a telephone for extended periods to communicate with customers.
- Visual Acuity: Visual acuity to read and interpret documents, emails, and computer screens.
- Hearing Ability: Hearing ability to understand and respond to customer inquiries and communicate with colleagues.
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