Customer Experience Support Rep

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:
No

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.

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