What are the responsibilities and job description for the Customer Experience Representative - Corporate position at The McAlear Group, Inc.?
Description
The position optimizes customer interactions to ensure a positive experience at every touchpoint. They contribute directly to the customer experience by handling customer interactions via phone and email. Their interaction with customers significantly impacts brand perception, customer loyalty, and word-of-mouth recommendations. This role is crucial in maintaining strong customer relationships by addressing inquiries, resolving issues, and providing exceptional service. It is vital they ensure that customers feel valued and understood, contributing to overall satisfaction and loyalty.
The overall objective of the position is to focus on delivering high-quality service that fosters positive customer interactions across all touch points. The role's responsibilities are diverse and include tasks essential for enhancing customer experiences.
Our company believes in the Ideal Team Player. We follow the model behaviors of Humble (quick to point out the contributions of others), Hungry (self-motivated and diligent), Smart (socially appropriate and aware), Safety-Minded (works to lower safety risks, Quality-Minded (take pride in their work) and Attendance (recognizes their presence is important).
Requirements
ESSENTIAL JOB DUTIES & RESPONSIBILITIES
NON-ESSENTIAL JOB DUTIES & RESPONSIBILITIES:
PHYSICAL DEMANDS & WORK ENVIRONMENT:
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to fifteen pounds at times.
• Fast-paced work environment.
COMPETENCY, KNOWLEDGE, SKILLS & ABILITIES:
EDUCATION & EXPERIENCE:
REQUIRED:
PREFERRED:
ADDITIONAL INFORMATION:
The position optimizes customer interactions to ensure a positive experience at every touchpoint. They contribute directly to the customer experience by handling customer interactions via phone and email. Their interaction with customers significantly impacts brand perception, customer loyalty, and word-of-mouth recommendations. This role is crucial in maintaining strong customer relationships by addressing inquiries, resolving issues, and providing exceptional service. It is vital they ensure that customers feel valued and understood, contributing to overall satisfaction and loyalty.
The overall objective of the position is to focus on delivering high-quality service that fosters positive customer interactions across all touch points. The role's responsibilities are diverse and include tasks essential for enhancing customer experiences.
Our company believes in the Ideal Team Player. We follow the model behaviors of Humble (quick to point out the contributions of others), Hungry (self-motivated and diligent), Smart (socially appropriate and aware), Safety-Minded (works to lower safety risks, Quality-Minded (take pride in their work) and Attendance (recognizes their presence is important).
Requirements
ESSENTIAL JOB DUTIES & RESPONSIBILITIES
- Respond to customer inquiries promptly and accurately via phone, email, with pleasant and efficient etiquette.
- Provide clear and concise information to help customers resolve issues and answer questions.
- Manage customer frustrations with empathy and professionalism, working to resolve issues efficiently and effectively.
- Schedule deliveries and provide required communication, such as lead times, for Delivery Direct Program.
- Contribute to the overall customer experience by ensuring every interaction is positive, informative, and aligns with the company's values.
- Ability to effectively communicate information, provide inquiry resolution and respond to customer escalation per expected processes.
- Serve as a knowledgeable resource to customers utilizing company workflows and processes.
- Present customer solutions aligning with company expectations and standards.
- Maintain accurate customer records by documentation customer interactions in CRM and ERP software.
- Actively supporting the sales department in achieving goals by being a team player and providing uniquely better customer service.
- Utilize technical tools to support customer engineering needs.
- Serve as a liaison between customers, freight carriers, and internal departments.
- Processes RGAs.
NON-ESSENTIAL JOB DUTIES & RESPONSIBILITIES:
- Identify and recommend improvements for sales, marketing, and purchasing processes.
- Assist team members as needed.
- Other duties as assigned.
PHYSICAL DEMANDS & WORK ENVIRONMENT:
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to fifteen pounds at times.
• Fast-paced work environment.
COMPETENCY, KNOWLEDGE, SKILLS & ABILITIES:
- Strong computer proficiency in MS Office (Word, Excel, Outlook, Teams), customer relationship management (CRM) and Salesforce.
- Strong written and verbal communication skills
- Troubleshooting and problem-solving abilities.
- \ Demonstrate and provide exceptional customer service.
- Adaptability and flexibility
- Strong emotional intelligence - empathy, patience, and active listening
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Ability to understand and address customer needs.
- High attention to detail and organizational skills.
- Positive customer service attitude and problem-solving mindset.
- Strong interpersonal skills, with a sense of humor appreciated.
- Team-oriented with a strong work ethic and a positive, proactive attitude.
EDUCATION & EXPERIENCE:
REQUIRED:
- High School Diploma or equivalent
PREFERRED:
- Some college or two-year degree
- 2-3 years of sales or inside sales experience
ADDITIONAL INFORMATION:
- This position is an onsite position located at the corporate office.
- Residing within 60 miles of the corporate office requires onsite reporting.
Salary : $24 - $26