CX Support

POSITION SUMMARY

The Customer Experience Support Representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs and communicating effectively with team members within the customer experience team.

Essential Functions

• Provides order processing data entry for requests from customers to place and manage orders
• Processes customer orders/changes/returns according to established department policies and procedures
• Responds to customer inquiries about products, programs, and services to provide accurate information and to help troubleshoot any problems
• Builds sustainable business relationships of trust through open and interactive communication
• Works with Order Entry to ensure updates customer information in the database during and after each call
• Works cross-functionally with multiple departments to stay updated on product knowledge and be informed of any potential changes
• PARTNERS WITH AND PROVIDES SUPPORT TO THE SR CSR TO MEET AND EXCEED CUSTOMER’S SERVICE EXPECTATIONS
• ASSISTS CUSTOMERS WITH COMPLEX ISSUES; RESOLVING BILLING ISSUES AND ISSUING CREDITS, RETURN AUTHORIZATION

Skills & Abilities

• Educational Background: High School diploma/GED required. Associate degree in a business related field is preferred.
• Experience: 3-5 years of customer service experience required. Experience serving large, demanding customers and understanding how to meet their needs. HVAC product knowledge is preferred.
• Computer Skills: Ability to type a minimum of 35 wpm. Skilled with MS Office Suite.
• Other Requirements: Excellent written and verbal communication skills, detail oriented and ability to adapt to a variety of customer issues that require prompt and efficient resolutions.