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, and 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 need then work to satisfy the customer 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 company 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:*
* 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
* Provide sales support and assist all walk in customers
* Help maintain conference rooms and kitchen as needed
* Managing social media and posting content across all company accounts
* Forward and log all incoming leads via email
* Manage and place office supply orders across all business verticals
* Perform other duties as assigned
Requirements:*QUALIFICATIONS & SKILLS:*
*Required*
* High School Graduate
* 3-5 years in Customer Service
* Experience managing company social media accounts
* Exceptional customer service skills demonstrating a helpful attitude with everyone
* Professional, kind and positive phone manner
* Ability to exercise diplomacy and discretion at all times
* Punctuality, professionalism, and strong work ethic
* Ability to multi-task and communicate effectively when under pressure
* 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
*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
Job Type: Full-time
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