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.

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.

Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform 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

Education: 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.

Certificates & Licenses: N/A

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.