What are the responsibilities and job description for the Customer Experience Specialist (CXS) position at THE CLIMATE CONTROL GROUP INC?
POSITION SUMMARY
The Customer Experience Specialist is responsible for creating an exceptional brand and buying experience for customers by demonstrating product knowledge and the ability to interact with customers to understand their buying needs and pain points and to align goals with Strategic Business Partners.
ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactory. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform essential functions.
Essential Functions Statement(s)
- Partners with the sales team to meet and exceed customer’s service expectations/experience
- Collaborates with Reps & Distributors to understand their business goals
- Proactively managing orders to ensure on-time delivery, coordinating with Production Control, Purchasing, and Shipping teams
- Utilizes order processing reporting system to ensure all orders are expedited successfully
- Handles complaints, provides appropriate solutions and alternatives; follows up to ensure proper resolution
- Builds sustainable business relationships of trust through open and interactive communication
- Updates customer information in the database (CRM) during and after each call
- Works cross-functionally with multiple departments to stay updated on product knowledge and be informed of any potential changes
- Offering support to Strategic Business Partners to grow sales
- Project management oriented; collaborating goals with Sales and Strategic Business Partners
- Recommends new approaches, policies, and procedures to improve the efficiency of the department and services performed
- Any other duties assigned by the supervisor
Supervisory Responsibilities:
This job has no supervisory responsibilities.
SKILLS & ABILITIES
Education: High School diploma/GED required. An associate degree in a business-related field is preferred.
Experience: 3-5 years of customer service experience required. Experience serving large, needy 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, strong Excel skills.
Certificates & Licenses: N/A
Other Requirements: Excellent written and verbal communication skills, attention to detail, and the ability to adapt to a variety of customer issues that require prompt and efficient resolutions are also required.
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