Customer Experience Specialist II
3 days ago
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
- 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
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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Customer Experience Specialist II
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