What are the responsibilities and job description for the Customer Experience Agent position at Pye-Barker Fire & Safety, LLC?
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The Customer Experience Agent will interact with the company’s customers by addressing inquiries and resolving complaints. The position is directly responsible for creating an effortless customer experience for external and internal customers by phone or email. The position is also directly responsible for product inquiries, appointment scheduling, and verification, providing support to our branches and field partners, and customers, as well as customer conflict resolution and escalation. The position takes ownership of customer issues and provides complete end-to-end issue resolution by utilizing the resources available.
Essential Duties & Responsibilities:
Interacts with customers via telephone, email, online chat, or in person to provide support and information on products or services
Collects and enters orders for new or additional products or services
Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff
Ensures that appropriate actions are taken to resolve customers problems and concerns
Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments
Perform other duties assigned by management
Education/Qualification:
High school diploma or equivalent
Minimum 2 years of customer service experience required
Excellent communication skills including active listening
Service-oriented and able to resolve customer grievances
Proficient computer skills with the ability to learn new software
Other Duties:
Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy
Performs other duties as assigned
Physical Requirements:
Prolonged periods sitting at a desk and working on a computer
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Benefits and Perks:
Excellent pay
Medical, dental, vision
Company paid life insurance
Company paid short term disability
401K with employer match
Paid vacation and company holidays
Company vehicle (if job applicable)
Pye Barker Fire and Safety is an Equal Opportunity Employer
