Customer Experience Specialist I

Description

JOB OVERVIEW:  

The Customer Experience Specialist is the face and voice of Total Industries, serving as a champion of customer experience across multiple departments. The CX Specialist is responsible for interacting with customers via telephone, email, online chat, or in person, greeting them with a smile, as if they were the first contact of the day. 

The CX Specialist will ask enough questions to clarify the customer's needs, working to satisfy those needs with kindness and creativity. This includes answering their questions, looking up information, offering general information about our products or services, and/or forwarding them to the proper Total Industries associate with specialized knowledge. Our mission is to provide the best possible customer experience. The CX Specialist serves as the prime example of our dedication, always acting as a brand advocate.

KEY RESPONSIBILITIES:  

The following reflects the essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time.

Customer Support Champion 

• Ensures phone calls are all phone calls are answered within a reasonable time, is the solution finder for customers, sending the calls through to the necessary team members. 
• Spanish/English bilingual required due to frequent interaction with Spanish-speaking clients.
• Learns and exhibits proficiency with the Microsoft Teams phone transfer system.
• Communication management within the varying teams, through email, Microsoft Teams chat, and phone calls. Taking responsibility for the customer and ensuring their needs are being met by the team. 
• Escalate customer dissatisfaction issues to management 
• Keep a call log of unanswered calls, reporting directly to the Marketing Manager on findings. 
• Maintain customer account information and records of customer interactions, including details of inquiries, complaints, or comments.
• Owner of the website chat functionality, interacting with webchat customers and directing them to the proper channel.
• Manage the requests that are submitted through our after-hours phone system, pushing the emails to the correct department.
• Work with the external team to ensure the territory map is accurate. 

Livermore Office Management 

• Be of service to all who enter or call our HQ building from 8 a.m. to 4:30 p.m. Monday through Friday.
• Greet, screen, and route all customers and visitors, including monitoring access and safety information (in person and on the phone).
• On occasion may be asked to perform a local errand requiring the use of a motor vehicle.
• Coordinate mail receipt and delivery for non-branch personnel.
• Manage office supply requests from Livermore and the additional five branches. Keeping an inventory and budget of the items ordered. 
• Utilize the project management tool, Vsimple, to assist with Warranty programs and extended internal projects. 
• Communicate with the facilities team in office needs that are reported to the front desk. 
• Ensure conference rooms and common areas are presentable, stacked with snacks, utensils, coffee, and other needs. 
• Assist with varying executive needs, including but not limited to: contracts through DocuSign and DMV needs. 

Requirements

QUALIFICATIONS & SKILLS:

Required 

• High School Graduate.
• 3-5 years in Customer Service.
• Bilingual in Spanish and English (verbal and written).
• Ability to explain complex information clearly to Spanish-speaking clients.
• Exceptional customer service skills, demonstrating a helpful attitude with everyone.
• Professional, kind, and positive phone manner.
• Comfortable responding to webchat.
• Ability to always exercise diplomacy and discretion.
• Punctuality, professionalism, and strong work ethic.
• Ability to multitask and communicate effectively throughout the workday.
• Detail-oriented with strong organizational and administrative skills.
• Excellent time management skills.
• Proficient in using website forms.
• Proficient level skills using Microsoft Office: Word, Excel, Outlook.
• Ability to work independently and collaboratively.
• Ability to understand and follow written and verbal instructions in English.
• Demonstrated ability to act in a way that is consistent with our values.
• Qualified background check and drug screening.

Desired

• Bachelor’s degree in business or communications 
• Qualified DMV motor vehicle record
• Experience with DocuSi