Customer Experience Specialist

Description

Job Description

Customer Experience Specialist

Corporate Headquarters

485 Half Day Rd. Ste 100

Buffalo Grove, IL 60089

Summary

This is an in-office position responsible for ensuring that each touchpoint across the customer journey is engaging, efficient, and effective to bridge the gap between the customer and our brand.

This position is required to be on-site full time at our Buffalo Grove, IL Headquarters.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Making a minimum of 50 outbound calls per day
• Uncovering new sales via installed customer base through calling, emailing, Salesforce campaigns
• Generate sales for service contracts, billable service, PM’s, service parts, etc.
• Generate, send, and follow up on contract quotes sent to customers
• Maintain all contract and warranty information in CRM and ERP database
• Make scheduled touchpoints with customer post-sale
• Notify customers of expiring contracts for maintenance and warranty
• Meet and exceed established weekly, monthly, and annual call and sales goals
• Provide service offerings based on an understanding of the customer’s needs and deliver in a clear and compelling message to close sales
• Provide a superior level of customer service to all customers
• Continually create and implement unique sales strategies, ideas, and programs as a means of producing new business opportunities
• Contribute positively to the sales team culture by developing mutually beneficial working relationships with all team members

Competencies

• Ability to multitask
• Strong organizational and time-management skills
• Ability to work independently
• Ability to manage and sustain a healthy pipeline
• Ability to build trust and creditability with customers
• Ability to identify potential issues and develop ways to streamline processes and drive revenue
• The responsibility of interdepartmental cooperation and communication
• Model and reinforce the company’s mission of positive attitude, hard work and professional vulnerability
• Ability to adapt to a changing environment

Education and Experience Required

• Bachelors highly desired
• Proficient in MS Office (Outlook, Word, Excel, and PowerPoint)

Skills Required

• 1-2 years inside sales and/or customer service experience
• Salesforce experience is preferred but not required
• Excellent oral and written communication, customer service and problem-solving skills
• Ability to function in fast-paced environment, handle multiple projects and adhere to deadlines
• Interest in sales, marketing, and customer service

Supervisory Responsibility

This position has no direct reports but assists in mentoring peers and other departments as needed.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Travel

This position requires 10% or less travel as needed.  

Work Authorization

Documentation showing eligibility to work in the United States will be required.

Substitute

If the employee is not available, the manager will be the responsible party.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any tim