What are the responsibilities and job description for the Customer Experience Support Rep position at ClimateMaster?
Description
POSITION SUMMARY
The Customer Experience Support Representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs and communicating effectively with team members within the customer experience team.
ESSENTIAL FUNCTIONS
Essential Functions Statement(s)
- Provides order processing data entry for requests from customers to place and manage orders
- Processes customer orders / changes / returns according to established department policies and procedures
- Responds to customer inquiries about products, programs, and services to provide accurate information and to help troubleshoot any problems
- Builds sustainable business relationships of trust through open and interactive communication
- Works with Order Entry to ensure updates customer information in the database during and after each call
- Works cross-functionally with multiple departments to stay updated on product knowledge and be informed of any potential changes
- Partners with and provides support to the Sr CSR to meet and exceed customer's service expectations
- Assists customers with complex issues; resolving billing issues and issuing credits, return authorization
Supervisory Responsibilities :
POSITION QUALIFICATIONS
Education : High School diploma / GED required. Associate degree in a business related field is preferred.
Experience : 3-5 years of customer service experience required. Experience serving large, demanding customers and understanding how to meet their needs. HVAC product knowledge is preferred.
Computer Skills : Ability to type a minimum of 35 wpm. Skilled with MS Office Suite.
Certificates & Licenses : N / A
Other Requirements : Excellent written and verbal communication skills, detail oriented and ability to adapt to a variety of customer issues that require prompt and efficient resolutions.
