The Customer Experience Specialist will interact with customers to provide and process information in response to inquiries, concerns and requests about products and services. Process warranty claims on products. Deliver the utmost service to our Clients by using technology to enhance the experience without sacrificing the personal touch we are known for.


ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Deal directly with customers either by telephone, electronically or face to face
  • Respond promptly to customer inquiries
  • Resolves complex requests and problems that require a customized response, and communicates solution to the customer
  • Analyze a customer’s service needs and refer to other service or technical departments for follow-up or additional information as needed
  • Obtain and evaluate all relevant information to handle product and service inquiries
  • Provide pricing and delivery information
  • Perform customer verifications and set up new accounts
  • Perform chat
  • Utilize a customer relationship application to record activities and research product information – process Sales orders for replacement parts under warranty program
  • Ability to learn and retain extensive product knowledge on past year’s inventory and new models in order to troubleshoot correctly
  • Works independently within established procedures
  • Record details of inquiries, comments and complaints
  • Must learn CRM Program NetSuite and callcenter software Zendesk
  • Must complete Intensive course to become CPST Certified (Carseat Tech)
  • Do continuous education throughout the year to maintain Carseat certification

QUALIFICATIONS AND COMPETENCIES
  • Must be tech savvy
  • Interpersonal skills
  • Communication skills – verbal and written
  • Listening skills
  • Problem analysis and problem-solving
  • Attention to detail and accuracy
  • Data collection and ordering
  • Customer service orientation
  • Adaptability
  • Initiative
  • Ability to Multitask and keep organized
  • High Stress tolerance
EDUCATION AND EXPERIENCE

  • H.S Degree required/Bachelor’s degree preferred but not required
  • Some knowledge of word and excel
  • Experience in customer service with some previous database program desired

Hours: Tuesday thru Friday 9-5 and Saturday 9-3

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