Customer Experience Representative

2 weeks ago

Oklahoma City, Oklahoma, United States ClimateMaster Full time
Customer Experience Specialist

The Customer Experience Specialist plays a pivotal role in creating an exceptional brand and buying experience for customers at ClimateMaster. This involves demonstrating product knowledge and interacting with customers to understand their needs and pain points, aligning goals with Strategic Business Partners.

Key Responsibilities:
  • Partner with the sales team to meet and exceed customer service expectations and experience.
  • Collaborate with Reps & Distributors to understand their business goals and objectives.
  • Proactively manage orders to ensure on-time delivery, coordinating with Production Control, Purchasing, and Shipping teams.
  • Utilize order processing reporting systems to ensure all orders are expedited successfully.
  • Handle complaints, provide appropriate solutions and alternatives, and follow up to ensure proper resolution.
  • Build sustainable business relationships of trust through open and interactive communication.
  • Update customer information in the database (CRM) during and after each call.
  • Work cross-functionally with multiple departments to stay updated on product knowledge and be informed of any potential changes.
  • Offer support to Strategic Business Partners to grow sales.
  • Project management oriented; collaborate goals with Sales and Strategic Business Partners.
  • Recommend new approaches, policies, and procedures to improve the efficiency of the department and services performed.
Requirements:
  • High School diploma/GED required; an associate degree in a business-related field is preferred.
  • 3-5 years of customer service experience required; experience serving large, needy customers and understanding how to meet their needs.
  • HVAC product knowledge is preferred.
  • Ability to type a minimum of 35 wpm.
  • Skilled with MS Office Suite, strong Excel skills.
  • Excellent written and verbal communication skills, attention to detail, and the ability to adapt to a variety of customer issues that require prompt and efficient resolutions.
Working at ClimateMaster:

ClimateMaster is committed to providing a positive and inclusive work environment that fosters growth and development. As a Customer Experience Specialist, you will have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences.

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