Customer Support Specialist I

2 weeks ago

Michigan City, Indiana, United States Dwyer Instruments Full time

Position Title: Customer Experience Agent I

Overview:

The Customer Experience Agent I serves as a key point of contact for our clientele, reporting directly to the Customer Service Manager or Supervisor. This role emphasizes enhancing customer relationships through effective upselling, cross-selling, and comprehensive education about our extensive product offerings and calibration services.

Core Responsibilities:

  • Handle incoming customer inquiries via phone, email, chat, or other channels, ensuring resolution and satisfaction.
  • Prepare and deliver accurate quotations, including pricing and delivery details, while focusing on promoting additional products.
  • Conduct daily order processing and maintain accurate records of customer interactions.
  • Initiate outbound communications to follow up on quotes and resolve any issues.
  • Manage and expedite orders, addressing credit concerns and coordinating with internal teams as necessary.
  • Proactively communicate with customers regarding order statuses, particularly for late shipments.
  • Analyze reports related to order management and customer interactions.
  • Assist in managing calibration orders and ensure high accuracy in all tasks.
  • Engage customers with probing questions to identify opportunities for additional service offerings.
  • Gather essential information to connect potential OEM clients with the appropriate representatives.
  • Maintain a strong focus on revenue growth and customer satisfaction metrics.

Key Performance Indicators:

  • Timely resolution of late orders.
  • Achievement of sales and customer satisfaction goals.
  • Monitoring and evaluation of customer interactions.

Qualifications:

  • Ability to quickly learn and understand product lines, pricing structures, and order procedures.
  • Strong organizational skills with a focus on problem-solving and customer issue resolution.
  • Effective communication skills, both verbal and written, with a professional demeanor.
  • Positive attitude and a collaborative spirit to meet team objectives.
  • Previous experience in customer service or related fields is highly preferred.
  • Proficiency in computer skills, particularly with Google applications.

Work Environment:

This position may be performed in an office setting or remotely, requiring a stable internet connection and a conducive workspace. Employees are expected to maintain a healthy work-life balance and adhere to established work hours.

Note: This job description is intended to provide a general overview of the position and does not constitute a contract of employment. Responsibilities may change as assigned by management.

Dwyer Instruments, LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.

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