Customer Experience Representative

With a purpose to make tomorrow a little bit better than today for each other, our customers, and our communities, Ascentek provides an environment where you can love what you do and be your best every day.

What you will enjoy by being a part of a 2024 USA Great Place to Work certified company:

A position that is: Salary, Full time, Mon-Fri, 8AM - 430 PM

• Medical Plan options, including fertility coverage and free mental health and telehealth coverage
• Dental and Vision Insurance
• FSA/HSA options
• Paid parental leave
• Company-provided short-term disability, long-term disability, and life insurance
• Supplemental Insurances, including accident, critical illness, hospital, and supplemental life insurance
• 401(k) with a generous company match
• Pet Insurance Benefits
• Tuition reimbursement
• 21 Paid Days Off
• 7 Paid Holidays

• Short-term Incentive Plan (STIP), ask your Talent Partner for details
• Dress For Your Day (casual dress environment)
• Work Your Way (hybrid work) - Three days on site with anchor day on Wednesdays
• Paid comprehensive on-the-job training
• Company computer provided
• Career advancement opportunities

The Customer Service Representative position is responsible for routing calls, entering service and chemical requests into JDE & Service Now, maintaining customer master data and providing support to the Sales team.

HOW YOU WILL CONTRIBUTE TO OUR TEAM(Overview & Key Responsibilities):

• Answers incoming calls for Reliable Plus, routing calls as necessary
• Enters detailed service orders in Service Now, coding jobs appropriately based on priority or job type
• Enters chemical orders in JDE or Service Now
• Set up and maintain customer records in JDE
• Maintain customer warranty information in JDE
• Collaboratively troubleshoot delivery issues, backorders and invoice inquires
• Provide communication to customers to coordinate scheduling
• Assist in the closure and billing of work orders
• Performs other duties as assigned

• High School Diploma or GED required
• 1-2 years of professional experience, preferably in a distribution or service environment
• Strong organizational skills and attention to detail
• Excellent problem-solving ability
• Requires strong oral and written communication skills to effectively communicate with other team members/employees, internal customers and department/organization management
• Requires general computing skills, including ability to use word processing, spreadsheets, and accounting software

• Prior customer service, customer care, customer experience or support specialist experience
• Experience with customer relationship management tools, such as JDE, Service Pro and Salesforce
• Ability to collaboratively work on a fast-paced and dynamic team, quickly building relationships

PHYSICAL AND MENTAL DEMANDS:

While performing the duties of this job, the employee is frequently required to sit, talk and/or hear, and/or use hands to handle, or touch objects, tools, or controls. The employee is occasionally required to stand, and/or walk. The employee must occasionally lift and/or move up to 10 pounds while moving files or small packages. Specific vision abilities required by this job include close vision and the ability to adjust focus. The employee is continuously required to perform comprehensive reasoning, decision making and math skills. The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

WORKING ENVIRONMENT:

Work is performed in an office environment. The noise level in the work environment is usually moderate. The work environment characteristics described here are representative of those an individual encounter while performing the essential functions of this position.

The anticipated hiring range for the role you are applying for is between $16.03 and $20.40 hourly. This anticipated hiring range is based on several factors, and subject to increase based on the below:

1. Experience and qualifications: The depth of relevant experience and specific skills you bring to the position.
2. Education and certifications: Any additional qualifications that enhance your ability to succeed in the role.
3. Market and industry benchmarks: We compare compensation packages with industry standards to ensure we are competitive.
4. Internal equity: We strive to maintain pay equity across the organization to ensure fairness for all teammates performing similar work.

Ascentek is an Equal Employment Opportunity/Affirmative Action Employer. Qualified applicants including women, minorities, veterans, and individuals with disabilities are encouraged to apply.