What are the responsibilities and job description for the CUSTOMER EXPERIENCE SPECIALIST position at NEMCO FOOD EQUIPMENT LTD (HOURLY)?
Nemco is a family owned business, since 1976, that manufactures food equipment for the fast food, convenience, restaurant, and entire foodservice industry. Nemco strives to be an employer of choice by focusing on six core values and a positive, family culture. Our six core values are: Respect Others, Do the Right Thing, Embrace Learning, Be Agile, WOW Customers and Create Awesome.
A Customer Experience
Specialist will serve as a conduit to every discipline affecting our products performance and service satisfaction.
In this role, you will be a front-line employee responsible for:
- Answering inbound customer calls, greet the customers warmly and ascertain problem or reason for calling
- Listen, document, and provide accurate, satisfactory answers to queries and concerns including but not limited to: estimated time of delivery, basic product availability, invoice status, and service order status
- Update and record payment information and other customer information such as addresses and phone numbers
- Provide accurate information about the status of payments, returns and refunds to customers
- Respond to email and ticket inquiries, and phone calls in a timely manner
- Properly escalate customers to appropriate personnel when needed to address complex situations and/or technical questions
- Work with appropriate manager to ensure proper customer service is being delivered
- Provide clear and actionable feedback to team members with the goal of improving overall customer experience
Requirements & Qualifications:
- Independently motivated
- Strong written/verbal communication and listening skills
- Ability to work under pressure while maintaining patience and a positive attitude
- Adept at multi-tasking and time management
- Customer service/call center experience a plus
- Proficient computer skills
with the ability to learn new software
Bilingual a plus, but not mandatory
PHYSICAL
REQUIREMENTS
Sitting: Most tasks are performed in a sitting position with
intermittent walking.
Lifting: Rarely lifting items weighing 2 lbs. to 5 lbs.
Pulling: Use of manual hand truck and carts to occasionally move
skids or parts short distances.
Bending: Occasional bending required to perform a variety of tasks.
Reaching: Occasional reaching to retrieve tools or paperwork.
Walking: Intermittently walking
short distances (less than 1/8 mile).
Handling: Occasional handling of items
ranging in weight from 2 lbs. to 5 lbs.
Gripping: Frequent
gripping of varying office tools (telephone, writing implements, mouse)
Work Schedule
Monday- Friday : 7:58am-5pm, Occasional Overtime
Salary : $18