Customer Experience Specialist

Description

JOB OVERVIEW:

The Customer Experience Specialist is the face and voice of Total Industries, serving as a champion of the customer experience across multiple departments. The CX Specialist is responsible for interacting with customers via telephone, email, online chat, or in person, greeting them with a smile, like they were the first contact of the day.

The CX Specialist will ask enough questions to clarify the customer's need then work to satisfy the customer's need with kindness and creativity. This includes things like answering their questions, looking up information, offering general information about our products or services, and/or forwarding them to another TMHNC associate with specialized knowledge. Our mission is to provide the best possible customer experience, and the CX Specialist owns making sure that is happening with each interaction, acting as a brand advocate at all times.

Key Responsibilities

The following reflects the essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time.

General

• Answer customer questions and/or ensure they reach someone who can
• Listen to customer concerns, then engage necessary team members to address the issue(s)
• Ensure first-call resolution through problem-solving and effective call handling, taking the necessary actions to resolve customers’ problems and concerns
• Escalate customer dissatisfaction issues to management when we’ve missed the living of our mission
• Maintain customer account information and records of customer interactions including details of inquiries, complaints, or comments
• Perform other duties as assigned
  
  

Customer Satisfaction Program – CSP (Toyota)

• Manage the Toyota “Voice of the Customer Program”.
• Maintain at or above the National Average for Toyota’s CSP program through regular and thorough follow-up with surveyed customers.
• Work with field personnel to quickly resolve, close and prevent repeat issues.
• Provide a weekly CSP report with commentary to the appropriate Service, Sales and Operational leadership on the current status of our scores and performance.
  
  

Marketing/Sales Lead Management

• Manage all web-chat interactions.
• Review every CRM lead to determine correct owner (Leads come from calls, website, e-campaigns, web chat, vendors, events and showroom visits.)
• Create “deal” in CRM and then assign to correct pipeline and owner, including the source, within one hour of receipt.
• Review CRM pipeline every day to ensure leads have progressed within the pipeline and contact any. salesperson who has an “uncontacted” lead older than 24 hours.
• Provide a weekly CRM usage report with commentary to the appropriate Sales Manager.
• Serve as initial sales contact for walk-in customers up through and including making the sale when appropriate.
  
  

Livermore HQ Support

• Be of service to all who enter or call our HQ building from 7:30 a.m. to 4:30 p.m. Monday through Friday.
• Greet, screen and route all customers and visitors, including monitoring access and safety information (in person and on the phone).
• Provide additional administrative support to the HR and executive team.
• Coordinate mail receipt and delivery for non-branch personnel.
  
  

Requirements

QUALIFICATIONS & SKILLS:

Required

• High School Graduate.
• 3-5 years in Customer Service.
• Exceptional customer service skills demonstrating a helpful attitude with everyone.
• Professional, kind, and positive phone manner.
• Comfortable responding to webchat.
• Ability to always exercise diplomacy and discretion.
• Punctuality, professionalism, and strong work ethic.
• Ability to multi-task and communicate effectively throughout the workday.
• Detail-oriented with strong organizational and administrative skills.
• Excellent time management skills.
• Proficient in using website forms.
• Proficient level skills using Microsoft Office: Word, Excel, Outlook.
• Ability to work independently and collaboratively.
• Ability to understand and follow written and verbal instructions in English.
• Demonstrated ability to act in a way that is consistent with our values.
• Qualified background check, DMV, and drug screening.
  
  

Desired

• Bachelor’s degree in business or marketing.
• Experience with HubSpot and inbound/outbound marketing, updating employee information, social media; LinkedIn, Twitter.
• Knowledge of Adobe Acrobat. Creating and editing PDF documents.
  
  

Physical Environment

• The position operates in a professional office environment with the requirement to visit and walk around a warehouse with fluctuating temperatures.
• Spend most days seated at a desk, working at a computer terminal to input data, handle phone calls, and exchange electronic messages.
• Use the computer as a telephone, messenger, and work tool, so expect to wear a headset and use both a keyboard and mouse frequently throughout the day.
• Regularly sit, stand, and walk for long and short distances.
• Hear with or without correction to be able to interpret and receive information and directions.
• Communicate, verbally and in written form, regularly to describe and explain detailed, important, and accurate instructions internally and directly with customers.
• Occasionally lift and/or move material up to 25 lbs.
• Occasionally stoop, kneel, or crouch.
• The noise level is usually moderate.
  
  

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time.

The policy of RJMS Corporation is to hire, train, and promote all persons in all job groups in accordance with the law, without regard to race, color, religion, sex, sexual orientation, age, marital or military status, national origin, gender identity, the presence of any sensory, mental, or physical disability, genetic information, or any other status or characteristic protected by local, state, or federal law. RJMS CORPORATION is an equal employment opportunity and affirmative action employer.