Customer Experience Tech I

Essential Functions

• Provide excellent customer service to both internal and external customers while maintaining a high level of professionalism.
• Communicate with end-user customers, technicians, and service companies to troubleshoot and resolve technical issues satisfactorily.
• De-escalate situations involving dissatisfied customers, offering to serve as primary contact until a resolution is achieved.
• Demonstrates a technical understanding of all Mart Cart and/or SMT products, including but not limited to Mart Cart branded units (all models), Care Chairs, Shoppers Aids, and SMT system components.
• Process e-mails and phone correspondence from service companies or customers.
• Generate accurate parts orders when received from customers via email, phone, etc.
• Authorize warranty work.
• Provide follow-up with customers and/or internal departments to ensure fulfillment of orders and satisfactory resolution of all issues, as appropriate.
• Filers Service Department records daily.

Competencies

• Communication Skills: Organizes and expresses ideas and information clearly, using appropriate and efficient communication methods.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal customers. Establishes and maintains effective relationships with customers and gains their trust and respect.
• Detail Oriented: Verifies important details and ensures no surprises or gaps in the needed information.
• Analytical Skills: The ability to observe, research, identify, and solve complex problems.
• Collaboration: Works collaboratively with others across the organization to achieve shared objectives. Partners with others to get work done.
• Multi-tasking: The ability to work on multiple tasks at once and complete them simultaneously. Comfortable juggling multiple projects and priorities.
• Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

Work Environment

• Most of the time will be spent in an office environment.
• Long periods of sitting are required.
• Time will be required in the warehouse and production facilities, which may include machinery, high summer heat, and noise from tools.
• While performing some duties of this job, the employee may be exposed to noise and vibration from tools.
• Personal Protective Equipment may be required in some instances, such as safety glasses and/or gloves.
• Hearing protection is provided and required if the noise is excessive.

Physical Demands

• Sit and stand for long periods.
• Frequent use of hands and fingers to handle or feel objects, tools, or controls.
• Climb or balance.
• Walk, reach with hands and arms, stoop, kneel, crouch or crawl.
• Talk or hear.
• Lift, push, pull, and grip.
• Must be able to lift and walk with up to 40-pound object.

Position Type/Expected Hours of Work

• This is a full-time position.
• Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m.
• Evening, and weekend work may be required as job duties demand.