Customer Experience Representative

Position Title: Customer Experience Representative

FLSA Status: Non-Exempt

Job Type: Full time

Travel: 5% or less

Reports to: Customer Experience Manager

Supervises: None

Who We Are:

Wurtec is a global organization that specializes in elevators and the people who use them. We operate on a strong set of Core Values that include being Dedicated, Ambitious, Hardworking, Willing to Accept Responsibility, and Integrity. As the leading tool and components supplier to the vertical transportation industry, we empower professionals in the field to work more safely, quickly, and efficiently. As a manufacturer of residential and commercial elevator systems, we provide passengers with the smoothest, safest ride available. Our products are on the front lines of elevator construction worldwide – and our people are known throughout the industry for talent, dedication, and superior customer service.

Position Summary:

The Customer Experience Representative primary focus will be on delivering exceptional support to our valued customers through phone and email interactions. You'll be the face and voice of our brand, creating meaningful connections with our customers and ensuring their journey with us is nothing short of extraordinary. You'll be empowered to go above and beyond to solve problems, exceed expectations, and turn every interaction into a positive and memorable experience.

Essential Duties include but are not limited to:

• Promoted and demonstrates Wurtec's core values (dedicated hardworking, ambitious, willing to accept responsibility, and integrity).
• Provide exceptional customer service across various channels (phone, email, chat, social media) while building rapport and trust.
• Guide customers through product pr service features, answer questions, and resolve issues with patience and expertise.
• Proactively identify opportunities to enhance the customer experience and advocate for their needs within the organization,
• Solve customer issues with shipping, warranty replacement, and emergency requests.
• Build rapport with customers by exceeding their expectations.
• Gather valuable feedback from customers and share it with internal teams to drive continuous improvement.
• Collaborate with other departments and ensure seamless customer experience.
• Become knowledgeable in all Wurtec products, why and how the products are used in the field.
• Provide technical information including specification and instruction manuals.
• Accurately process customer's transactions such as orders, quotes, and returns.
• Adhere to all company policies and procedures while achieving company sales margins and quotas.
• Participate in company directed training and learning sessions.
• Process customer RMA's and work with our accounting team to ensure products are returned and credited per standard processes of our material management software.
• Full-time/in-person attendance is an essential function of this job.
• All other duties as assigned. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Technical Skills:

• Strong computer skills, data entry, and Microsoft Office.
• Proficiency with Customer service software, CRM systems, and a knack for learning new technologies.
• Aptitude for learning company ERP, Epicor.

Behavioral Skills:

• Exceptional written and verbal communication skills, with the ability to adapt to different audiences and situations.
• A genuine desire to help others, coupled with the ability to understand and respond to customer emotions.
• Resourceful and creative in identifying solutions to customer concerns, even in challenging situations.
• A growth mindset and willingness to stay up to date on industry trends and product/service knowledge.

Education & Experience

• 1 year of related experience (preferred)
• High school diploma of GED

Work Environment:

This role primarily operates indoors in a climate-controlled environment and is considered sedentary in nature. It requires sitting for long periods of time and occasionally lifts up to 10lbs. Communicating is often necessary in carrying out job duties, near visual acuity, and the ability to hear, understand, and distinguish speech. This role is not eligible to be considered for full-time hybrid or full-time remote work.