What are the responsibilities and job description for the Customer Experience Specialist position at IMI?

Purpose : Reporting to the Sr. Director of Marketing, the Customer Experience Specialist (CX Specialist) will engage with existing customers through outbound calls to provide product updates, gather feedback, and ensure they are fully satisfied with their experience. This role focuses on building strong customer relationships and enhancing customer loyalty by delivering exceptional service and representing our brand in a positive manner, without any sales or prospecting activities.

General Expectations : Adhere to core values

Drive : Make things happen. Don't wait for things to happen.
Grit : Get back up. Don't quit.
Humility : Check your ego at the door. Don't be arrogant.
Others First : Think We over Me. Don't be selfish.
Joy : Take a positive approach. Don't kill the vibe.

Essential Responsibilities & Duties

1. Customer Interaction

Provide exceptional customer service through various channels, including phone, email, and chat interactions.

Listen actively to customers’ questions, concerns, and feedback, and provide timely and accurate responses.

Conduct outbound calls to existing customers to educate and inform customers of product updates, new features, and potential upgrades, aiming to enhance their experience with our products or services (no cold calling or prospecting involved).

Work closely with the Marketing Team to develop and execute campaigns to “wow” and enhance customer loyalty and satisfaction.

Gather and document customer feedback and suggestions to help identify trends and areas for improvement.

Share valuable insights with relevant teams to enhance products and services.

2. Issue Resolution

Investigate and resolve customer inquiries, complaints, and issues in a professional and efficient manner.

Collaborate with other departments to ensure the swift resolution of complex issues.

3. Product Knowledge

Maintain a deep understanding of the company’s products or services to provide customers with accurate information and advice.

4. Order Processing

Assist customers with placing orders, tracking shipments, and managing returns or exchanges.

Ensure that orders are processed accurately and efficiently.

5. Data Entry and Record Keeping

Maintain detailed and accurate records of customer interactions and issue resolutions.

Update and manage customer information in the company’s databases.

Qualifications :

Education : High school diploma or equivalent; some college education is a plus.

Experience : Proven experience in customer service, retail, or a related role.

Knowledge, Skills, and Abilities

Strong interpersonal and communication skills, both written and verbal, with exceptional phone etiquette.

Empathy, a customer-centric mindset, and strong problem-solving and conflict resolution skills.

Proficiency in customer service software, CRM systems, and the ability to learn and follow complex processes.

Effective team player, adaptable to a dynamic, fast-paced environment, with the ability to think independently and creatively.

Ability to work from the office Monday-Friday, 8 : 00 a.m. – 5 : 00 p.m.

Strong organizational skills, including multitasking, managing time effectively, and collaborating with internal and external resources.

Physical ability to operate standard office equipment, with manual dexterity and the capacity to lift and carry up to 25 lbs.

Company Overview :

IMI has been in business since 1973 and was created to increase profitability for commercial transportation service dealers, fleets, and OEMs. We innovate through scientific discovery, and deliver solutions borne from our customers’ experiences. IMI offers excellent benefits and values high standards, teamwork and customer service. Check us out online at : www.imiproducts.com

Benefits :

Competitive pay

Affordable and robust medical, dental and vision insurance upon hire

Company provided life insurance

401K with strong company match

Profit sharing bonus program

Paid Time Off and paid holidays

Health club membership

Company laptop, office supplies, and accessories provided

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