Customer Experience Specialist

Summary/Purpose of the Position:

The Customer Experience Specialist is responsible for interacting with the company's customers by addressing inquiries, requests for information, and reconciling and updating information as required.

Essential Duties, Functions and/or Responsibilities:

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  Handle incoming phone calls from our 800 numbers.

  
  

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  Provide support for customers by:

  
  
  
  
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    Providing order status via phone or email

    
    
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    Assisting customers via web chat.

    
    
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    Helping customers place orders and providing quotes over the phone.

    
    
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    Responding appropriately to customer requests for information.

    
    
  
  
  
  
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  Manage customer support email inboxes by:

  
  
  
  
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    Responding to customer inquiries.

    
    
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    Processing orders.

    
    
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    Processing quotes.

    
    
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    Perform general account management for assigned and unassigned customers.

    
    
  
  
  
  
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  Provide additional support for customer service teams as needed based on workload demands.

  
  
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  Provide additional support for sales teams as needed based on workload demands.

  
  

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  Indirectly responsible for product quality.

  
  

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  Perform other duties and tasks as assigned.

  
  

Education and/or Work Experience Requirements:

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  High School Diploma or GED required

  
  

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  AA in business is preferred

  
  

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  3+ years of sales related customer service tasks and responsibilities is required

  
  

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  Excellent communication both verbally and in writing

  
  

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  Attention to detail

  
  

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  Microsoft Office skills and knowledge (data entry)

  
  

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  Prior experience utilizing an ERP system

  
  

Physical Requirements:

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  Ability to safely and successfully perform essential job functions in accordance with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards

  
  

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  Ability to maintain regular and timely attendance in accordance with the ADA, FMLA, and other federal, state, and local regulations

  
  

This position requires applicants to be authorized to work in the US without sponsorship; TestEquity does not sponsor applicants for work visas.

TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.