Job Description

General Summary:

A Customer Experience Representative will spend approximately 75% of the day receiving inbound customer calls, taking customer product orders via multiple contact methods including phone, email and fax. Customer Experience Representative will also handle any issues and solve problems as necessary and communicate with the operations team, outside sales team to ensure accurate and timely delivery of orders.

Primary Responsibilities and Duties:

• Act as a liaison between customer, outside sales force and other possible third parties.
• Ensure that customer questions and problems are resolved properly and quickly.
• Analyze and resolve customer issues and concerns.
• Strive to provide all customers with an outstanding customer experience.
• Access needs and suggest/promote alternative products or services.
• Meet or exceed established performance metrics to include but not limited to, reporting to work as scheduled, call quality, agent productivity and sales.
• Support outside sales with any issues or inquiries that require inside support.
• Perform current duties and responsibilities of Order Entry Rep. which include, but are not limited to, order entry, being active in the call queue, and general issue resolution.
• Additional duties or projects as assigned by manager.
• Willing to work nights and weekends as the schedule and business needs dictate.

Position Requirements:

• High school graduate required. College courses preferred.
• Minimum of three years of customer service experience.
• Prior knowledge of call center operations required.
• Proven customer service skills and the ability to resolve problems and prevent customer dissatisfaction while ensuring quality standards are met.
• Ability to prioritize, troubleshoot and coordinate multiple tasks while meeting deadlines in a fast-paced, changing environment.
• Commitment to meeting the expectations and requirements of internal and external customers with a good sense of urgency.
• Excellent verbal and written communication skills and good telephone techniques.
• Must be team-oriented, highly organized, detailed oriented and have successfully demonstrated the ability to manage multiple priorities.
• Demonstrated ability to look for ways to improve and promote quality.
• Proven data entry skills, attention to detail, and accuracy.
• Ability to think critically and bring fresh perspective and ideas to the team.

Position Competencies:

• Ability to work in a fast-paced environment, performing multiple duties/tasks within defined deadlines.
• Ability to work independently as well as with a team.
• Demonstrate a professional and positive attitude during all internal and external customer interactions.
• Effectively represents the company and responsive to the needs of internal and external customers.
• Proven ability to prioritize and complete position responsibilities within the timeframe allotted.
• Self-driven and motivated individual with excellent planning and organizational skills.
• Proven precision and attention to detail with a high level of accuracy.
• Advanced computer skills and knowledge of Microsoft Office software. Previous sophisticated ERP system experience a plus.
• Excellent interpersonal, written and verbal communication, and listening skills.
• Proven experience identifying problems of varying complexities and finding effective solutions with few guidelines.
• Sense of urgency and commitment with strong follow up skills.

Working Conditions:

The work of this position is performed in a controlled office environment. This position requires the ability to work under pressure and communicate with a diverse population including other employees, customers, vendors, etc. This position also requires prolonged periods of sitting in a regular seated position as well as the use of general office equipment including phones, printers, computers, (mouse, keyboard, etc.)

The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of his/her position. As the nature of business demands change so, too, may the essential functions of this position.

The McPherson Companies, Inc. is an Equal Opportunity Employer – M/F/Vets/Disabled.

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