Customer Experience Specialist

1 month ago


Latham, New York, United States Protective Industrial Products Full time
Job Summary

The Customer Experience Specialist provides exceptional customer support and problem resolution utilizing telephone, email, and chat technologies. This role is responsible for managing general customer concerns, including mis-shipments, returns, and pricing discrepancies, and escalating issues as needed to ensure timely resolution. The Specialist will utilize skills from training, education, or experience to fulfill daily responsibilities and work in a team environment to maximize individual and overall team performance.

Key Responsibilities

* Assist customers via telephone, email, and chat with an exceptional level of service delivery
* Diagnose and resolve problems utilizing department tools, resources, and business judgment
* Perform as a positive role model by demonstrating continuous performance improvement, solid business skills, and support of department and company objectives
* Upsell the PIP product line on incoming calls and when appropriate, outgoing calls to customers

Requirements

* High School Diploma: Associates preferred but not required
* Previous experience in a telephonic or personal customer contact position is preferred
* Commitment to developing strong customer relationships and providing resolution to customer issues on the first pass
* Strong written and verbal proficiencies with attention to detail and accuracy
* Flexibility to work in a fast-paced, multi-task team environment
* Basic PC knowledge, working knowledge of Microsoft Outlook, Windows operating systems, Internet, and mainstream web browsers

Protective Industrial Products (PIP) is an equal opportunity employer that is committed to diversity and inclusion in the workplace.
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