What are the responsibilities and job description for the Customer Experience Specialist position at Summertown Metals, LLC?
About This Role
Summertown Metals is in search of an outgoing Customer Experience Specialist to join our growing team!
As a Customer Experience Specialist, you will have the exciting opportunity to greatly impact customers’ first impressions of Summertown Metals, while helping them navigate questions and ultimately putting them in touch with the appropriate salesperson to assist with their project.
The ideal candidate has experience in sales or building professional relationships and possesses knowledge in the areas of lead qualification and Customer Relationship Management (CRM) software systems.
This is a full-time position with a benefits package that includes medical, dental, vision, and life insurance, as well as an optional 401k plan with accompany match.
Job duties include, but are not limited to the following:
Responsibilities
- Be a positive and friendly first impression to those contacting Summertown Metals
- Answer a variety of inbound requests including but not limited to: phone calls, emails, social media messages, chatbot interactions, etc. in a manner that is in alignment with Summertown Metals’ brand tone and timing expectations
- Attend various tradeshows and events, including but not limited to setting up, staffing, tearing down, and customer/lead follow up and assignment.
- Utilize a CRM system to document contact’s information and requests
- Execute on a multiple touchpoint follow-up strategy to ensure that each lead is properly responded to and followed-up with
- Work with sales and marketing to be familiar with promotions and advertisements in an effort to best educate contacts and to attribute them accordingly to specific campaigns and events
- Conversate and ask questions of customers to best understand their needs to determine if they are a marketing qualified lead ready for a handoff to the sales team
- Work with leadership and IT to identify and recommend CRM system improvements
- Data entry in addition to that required of the CRM may also be required
- This list is not to be considered comprehensive. Other duties may be assigned.
Conditions
- Full-time position
- On-site at our Summertown, TN or Hayden, AL location
- Some overnight and weekend work and travel may be required
