CUSTOMER COMMUNICATION SPECIALIST

Carter Machinery Company, the authorized Caterpillar dealer serving Virginia, West Virginia, Maryland, Delaware and Washington D.C. is hiring a Customer Communication Specialist in Salem, Virginia at our corporate headquarters. The Customer Communication Specialist is responsible for improving customer service by optimizing the use of Carter Machinery’s unified communications (UC) and contact center (CC) systems across key customer touchpoints.  The individual in this role will define and enable integrated contact capabilities that enable efficient and effective customer communications and provide business units with daily support and oversight of UC and CC performance. Seeking candidates with a minimum of five years’ experience in customer service industry, marketing communications, or other related field.  Bachelor’s degree in Marketing, Communications or related field, preferred.

Requirements for the Customer Communication Specialist include:

• Working knowledge of industrial machinery and application helpful.
• Strong analytical and technical experience identifying issues and developing solutions for Contact Center management and Customer Service processes.
• Must be able to interface with all levels of management in a consultative capacity.
• Excellent spoken and written communication skills.
• Experience with Avaya Workforce Engagement (AWE): Avaya Contact Recording Advanced (ACRA), Avaya Quality Monitoring (QM), and Avaya Workforce Management (WFM) or other equivalent systems.
• Must be able to travel to Carter locations on an as needed basis.
• Promote a positive customer experience.
• Uphold the Core Values of Integrity, Commitment, Excellence and Teamwork by embracing The Carter Way. 

Physical requirements must be met for the Customer Communication Specialist job including the ability to sit and talk or hear for prolonged periods of time.  The employee is frequently required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms.  Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. This job description is not intended to be all-inclusive. Additional duties may be assigned.

Competitive Compensation and Benefits:

• Health, dental and vision insurance.
• Paid time off.
• 401(k), $0.75 to $1.25 match up to 6%.
• Life and disability insurance.
• In-house training instructors/programs.
• Tuition reimbursement.
• Employee referral bonus program.
• Discounts: cellular phone service, computers, tooling, cars and trucks.

Carter Machinery Co., Inc. is an EEO/AA Employer. All qualified individuals – including minorities, females, veterans, and individuals with disabilities, or any other characteristic protected by law – are encouraged to apply.

Carter Machinery is a drug-free workplace.