Representative, Customer Experience

We are hiring a Customer Experience Representative to join our Customer Experience team!

DISCOVER

Are you a highly analytical, data-driven professional interested in advancing our customer experience function? As a Customer Experience Representative, you will handle customer and dealer inquiries and complaints via inbound phone and email queues, ensuring exceptional service and satisfaction for our clients. Your responsibilities will include resolving issues, managing delicate conversations involving product information and warranty policies, and providing exceptional customer service to business and end-consumer customers.

YOUR RIPPLE EFFECT

• Are you passionate about driving customer satisfaction? You will process inbound calls, emails, and web-based contacts from dealers and customers via Salesforce CRM. You will respond thoroughly and promptly to all inquiries, interpret and explain service policies and procedures, and make proactive recommendations and decisions related to customer service matters.
• Are you savvy with technology? You will create and maintain records of interactions, including calls, letters, emails, and social media. Update and maintain a comprehensive consumer database, handle multiple events simultaneously, and meet follow-up commitments.
• Can you problem-solve? You will work on other projects as assigned by the manager for continuous improvement team efforts. Analyze data within generated reports and customer feedback to facilitate process and product improvements. Collaborate cross-functionally to solve unique and complicated issues, collect data insights for Customer Experience improvements, and document clear and concise directions for internal and external needs.
• Are you a strong leader? You will assist in the call queue to maintain service levels and response times while maintaining expertise through ongoing product knowledge training. Lead by example, possessing excellent problem-solving, negotiation, time management, and customer service skills.
  
  

What You Bring

• A high school diploma or GED and at least two years of related experience in a call center environment are required. Strong professional verbal and written communication skills.
• Demonstrated ability to use effective de-escalating techniques and negotiation skills.
• Must be organized and detail-oriented, experienced in Salesforce CRM and MS Office.
• Self-motivated, enthusiastic, positive attitude, able to perform as a team player, and able to present information to co-workers, supervisors, managers, or higher-level executives.
• Strong verbal and written communication skills.
• Bilingual English and Spanish speaking preferred.
  
  

What You’ll Get

At Watkins Wellness, we believe that everyone should ‘Feel good. Live well’. We offer employees the opportunity to join a dynamic, growing industry leader with an outstanding and well-deserved reputation for leadership and commitment to our employees, customers, and community. Our employees are eligible to receive exceptional health and wellness benefits, paid time off, company bonuses, profit sharing, 401k match, education assistance, and much more. We are proud of the people we are and the products we make — products that make a difference to the health and well-being of others. We look for candidates that exhibit The Watkins Way (always Ethical, endeavors to be Transparent, embraces Inclusion, welcomes Diverse backgrounds and perspectives, Accommodating, believes in Work-Life Balance, puts Safety First, Accountable, values Relationships, Passionate, Team Player, and Goal Driven).

PHYSICAL DEMANDS & WORK ENVIRONMENT The physical demands and work environment described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear, sit, and work with computer equipment. The employee is occasionally required to stand, walk, and use hands to finger, handle, or feel objects.

The employee must frequently lift and move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, and depth perception.

The noise level in the work environment is usually quiet.

Hiring Range: $16.85 - $26.40.

Many factors affect actual compensation including but not limited to experience, education, skills, and geographic location

Company: Watkins Manufacturing

Shift 1 (United States of America)Full time

Hiring Range: $16.80 - $26.40

Actual compensation may vary based on various factors including experience, education, geographic location, and/or skills.

Watkins (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Watkins is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish

E-Verify Right to Work Poster: English & Spanish