Customer Experience Specialist
PIP Global Safety (PIP) is a global supplier and manufacturer of PPE products, working with a worldwide distributor network to provide safety professionals with the right PPE solutions. With nearly forty years of experience in PPE and a dedicated team, we deliver reliable support and products.
About the role
The Customer Experience Specialist provides high-quality customer support and problem resolution using telephone, email, and chat technologies. This role manages general customer concerns such as mis-shipments, returns, and pricing discrepancies, escalating issues as needed to ensure timely resolution. Specialists utilize skills from training, education, or experience to fulfill daily responsibilities while working in a collaborative team environment focused on maximizing performance.
Responsibilities
- Assist customers via telephone, email, and chat with an exceptional level of service, resolving concerns to ensure a positive experience.
- Diagnose and resolve problems using department tools, resources, and business judgment to increase customer confidence in PIP products.
- Serve as a positive role model by demonstrating continuous performance improvement and supporting department and company objectives.
- Work effectively in a team environment, collaborating cross-functionally and developing new skills.
- Upsell PIP products on incoming calls and, when appropriate, make outgoing calls to customers.
- Maintain productivity and quality levels to meet and exceed customer expectations.
Requirements
- High School Diploma (Associate’s degree preferred but not required).
- Previous experience in a telephonic or personal customer contact position is preferred.
- Commitment to developing strong customer relationships and resolving issues on the first contact.
- Strong written and verbal communication skills with attention to detail and accuracy.
- Flexibility to work in a fast-paced, multi-task team environment.
- Basic PC knowledge, including working knowledge of Microsoft Outlook, Windows operating systems, the Internet, and mainstream web browsers.