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Customer Experience Specialist

2 months ago

Baltimore, Maryland, United States USALCO Full time
Job Description

Job Overview

USALCO, a leading provider of water and wastewater treatment chemistry, is seeking a Customer Experience Coordinator to ensure exceptional customer satisfaction and loyalty through effective processes, communication, and service delivery.

The ideal candidate will have exceptional interpersonal skills, a strong customer-centric mindset, and a passion for delivering outstanding customer experiences.

The position will work remotely from a home office.

Key Responsibilities
  • Customer Service
    • Act as the main point of contact for customer inquiries, feedback, and escalations
    • Implement and maintain strategies to enhance customer satisfaction and retention
    • Monitor customer interactions across various channels and ensure timely responses
  • Collaboration and Communication
    • Collaborate with cross-functional teams to address customer needs and issues
    • Develop and implement customer service training programs for staff
  • Analysis and Improvement
    • Analyze customer feedback and data to identify trends and areas for improvement
    • Implement and manage customer engagement initiatives, such as loyalty programs or surveys
Requirements
  • Knowledge of software including Microsoft Word, Excel, and Outlook, Microsoft PowerPoint, Adobe Acrobat, and CRM software (Salesforce preferred)
  • Strong Interpersonal skills, analytical skills, and English communication skills
  • Ability to problem solve quickly and prioritize tasks according to their importance
  • 3 years of experience as an Inside Account Manager, Key Account Manager, Customer Service Representative or relevant role
  • Ability to work effectively in a fast-paced environment
  • Passion for delivering exceptional customer experiences
  • Valid drivers license
Working Conditions
  • Environment primarily includes indoor work
  • Physical requirements include standing, sitting, stooping, reaching, bending, and typing
  • Workdays are Monday Friday with weekend work as needed