Customer Experience Associate

Zephyrus Engineering Limited; Jacksonville (FL); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

Life and Disability Insurance

Retirement Savings Plan with company match

Ongoing training and professional development programs

Opportunities for advancement

Job summary

A leading engineering firm in Jacksonville, Florida is looking for a Customer Experience Associate to enhance customer journeys. Responsibilities include serving as the first point of contact, managing inquiries, and fostering strong client relationships. Ideal candidates will have over 2 years of experience in customer service and strong communication skills. Join a dynamic team that values innovation and customer satisfaction, while enjoying comprehensive benefits and a supportive work environment.

Qualifications

• 2+ years of experience in customer service or a related role.
• Experience in engineering or construction industry is a plus.

Responsibilities

• Serve as the primary contact for customer inquiries.
• Identify customer issues and provide effective solutions.
• Process customer orders, track deliveries, and manage returns.
• Gather customer feedback for service improvement.
• Maintain accurate records of customer interactions.
• Educate customers on service offerings.
• Collaborate to develop strategies for improving processes.
• Prepare reports on customer interactions.

Skills

Exceptional verbal and written communication skills

Problem-solving skills

Customer-centric attitude

Attention to detail

Team player

Education

High school diploma; Bachelor's preferred

Tools

Microsoft Office Suite

CRM software (e.g., Salesforce, HubSpot)

Job description

About the job Customer Experience Associate

About Zephyrus Engineering

At Zephyrus Engineering, we believe that exceptional customer experiences are the cornerstone of our success. We specialize in delivering innovative engineering solutions that not only meet but exceed client expectations. Our dedicated team is committed to ensuring every interaction is meaningful and impactful. If you're passionate about customer service and want to contribute to building a brand known for its reliability and excellence, we invite you to join our team.

Position Overview

As a Customer Experience Associate, you will play a crucial role in enhancing the overall customer journey at Zephyrus Engineering. You will be the first point of contact for our clients, providing outstanding service and support through various channels. Your goal will be to foster strong relationships with clients, ensure their needs are met, and create a positive impression of our company. If you have a passion for helping others, excellent communication skills, and a keen attention to detail, we want to hear from you!

Key Responsibilities

• Customer Support: Serve as the primary contact for customer inquiries via phone, email, and online chat, addressing questions, concerns, and requests in a timely and professional manner.
• Issue Resolution: Identify customer issues and provide effective solutions while ensuring a positive experience. Collaborate with other departments to resolve complex problems as needed.
• Order Management: Process customer orders, track deliveries, and manage returns or exchanges, ensuring all transactions are handled accurately and efficiently.
• Feedback Collection: Gather customer feedback through surveys and direct conversations to identify areas for improvement and enhance service delivery.
• Documentation: Maintain accurate records of customer interactions, transactions, and feedback in the customer relationship management (CRM) system.
• Product Knowledge: Stay up-to-date with Zephyrus Engineering's services, solutions, and industry trends to provide informed assistance to customers.
• Customer Education: Educate customers on service offerings and best practices, guiding them in making informed decisions.
• Continuous Improvement: Collaborate with the customer experience team to develop strategies for improving processes and enhancing the customer journey.
• Reporting: Assist in preparing reports on customer interactions, feedback, and performance metrics to share with management for continuous improvement.

Qualifications & Skills

• Education: High school diploma or equivalent; a bachelor’s degree in business, communications, or a related field is preferred.
• Experience:
  • 2+ years of experience in customer service, customer experience, or a related role.
  • Experience in the engineering or construction industry is a plus.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to convey information clearly and empathetically.
• Problem-Solving Skills: Strong analytical and critical thinking skills to identify issues and develop effective solutions.
• Technical Proficiency: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with CRM software (e.g., Salesforce, HubSpot).
• Attention to Detail: Ability to manage multiple tasks while maintaining a high level of accuracy and attention to detail.
• Customer-Centric Attitude: A passion for providing outstanding service and building lasting relationships with clients.
• Team Player: Ability to work collaboratively within a team and support others in achieving shared goals.

What We Offer

• Health, Dental, and Vision Insurance
• Life and Disability Insurance
• Retirement Savings Plan with company match
• Ongoing training and professional development programs
• Opportunities for advancement within the company

Work-Life Balance & Time Off

• PTO and holidays

Positive Work Culture

• A collaborative and inclusive environment that values diversity
• Recognition programs to celebrate outstanding performance

Why Join Us?

At Zephyrus Engineering, our commitment to customer experience goes beyond just providing services; its about building lasting relationships and creating a positive impact in the communities we serve. As a Customer Experience Associate, you will have the opportunity to play a vital role in shaping those relationships and contributing to our mission of delivering excellence. If you're ready to be part of a dynamic team that values innovation, collaboration, and customer satisfaction, wed love to hear from you!

Equal Opportunity Employer

Zephyrus Engineering is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, gender, sexual orientation, disability, or veteran status.