Customer Experience Specialist II

3 days ago


Dayton, Ohio, United States Milestone AV Full time
About the Role

We are seeking a highly skilled Customer Experience Specialist II to join our team at Milestone AV. As a key member of our customer care team, you will be responsible for providing exceptional support to our customers, ensuring their needs are met, and exceeding their expectations.

Key Responsibilities
  • Provide daily support and guidance to team members on the proper execution of common support experiences
  • Respond to customer inquiries and requests via phone, email, chat, text, or fax, providing accurate information on pricing, availability, order tracking, and product solutions
  • Enter orders received via email, EDI, phone, or other communication channels
  • Follow up with customers on incomplete or issue-ridden orders to ensure timely resolution
  • Assist customers in navigating our website and using its features
  • Process incoming requests for returns and/or credit within brand guidelines
  • Identify opportunities to cross-sell or up-sell products from customer-initiated contacts
  • Enter customer feedback tickets into SAP on a timely and consistent basis
Requirements
  • Demonstrated advanced knowledge of our departments systems, processes, and responsibilities
  • Ability to multi-task and manage several duties simultaneously
  • Customer-focus orientation, with outstanding listening, comprehension, and oral/written communication skills
  • Strong attention to detail, organization, and follow-through skills
  • Strong problem-solving skills and high degree of professionalism
  • Proven ability to work independently and as a member of a team
  • High degree of confidence and resourcefulness
  • Proven reliability, attendance, and punctuality
  • Advanced personal computer skills, including prior use of standard functions with word processing, spreadsheet, and email packages
Education and Experience

We require a high school diploma or equivalent, with a minimum of three years of customer care experience, preferably in a product support call center affiliated with manufacturing. 3-5 years of experience in Customer Care environment with a focus on account management or equivalent roles is preferred.



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