Customer Experience Pro: Inbound Support & Orders

The-Mcpherson-Companies,-In; Rolling Hills (AL); On-site; USD 19,000 - 25,000; Full time

Job summary

The McPherson Companies, Inc. is seeking a Customer Experience Representative to handle inbound calls and process product orders via phone, email, and fax, while resolving issues promptly to protect customer satisfaction.

You will act as a liaison with operations and outside sales to ensure accurate and timely delivery. In this fast-paced role you will monitor conversations for quality, manage multiple priorities, and contribute to process improvements.

Qualifications

• High school graduate required. College courses preferred.
• Minimum of three years of customer service experience.
• Prior knowledge of call center operations required.
• Proven customer service skills and the ability to resolve problems and prevent customer dissatisfaction while ensuring quality standards are met.
• Ability to prioritize, troubleshoot and coordinate multiple tasks while meeting deadlines in a fast-paced, changing environment.
• Commitment to meeting the expectations and requirements of internal and external customers with a good sense of urgency.
• Excellent verbal and written communication skills and good telephone techniques.
• Must be team-oriented, highly organized, detailed oriented and have successfully demonstrated the ability to manage multiple priorities.
• Demonstrated ability to look for ways to improve and promote quality.

Responsibilities

• Act as a liaison between customer, outside sales force and other possible third parties.
• Ensure that customer questions and problems are resolved properly and quickly.
• Analyze and resolve customer issues and concerns.
• Strive to provide all customers with an outstanding customer experience.
• Access needs and suggest/promote alternative products or services.
• Meet or exceed established performance metrics to include but not limited to, reporting to work as scheduled, call quality, agent productivity and sales.
• Support outside sales with any issues or inquiries that require inside support.
• Perform current duties and responsibilities of Order Entry Rep. which include, but are not limited to, order entry, being active in the call queue, and general issue resolution.
• Additional duties or projects as assigned by manager.
• Willing to work nights and weekends as the schedule and business needs dictate.

Skills

Customer service

Communication

Multitasking

Team orientation

Problem solving

Attention to detail

Data entry

Organizational skills

Critical thinking

Education

High school diploma

College courses preferred

Tools

Microsoft Office

ERP system

Job description

The McPherson Companies, Inc. is seeking a Customer Experience Representative to handle inbound calls and process product orders via phone, email, and fax, while resolving issues promptly to protect customer satisfaction.

You will act as a liaison with operations and outside sales to ensure accurate and timely delivery. In this fast-paced role you will monitor conversations for quality, manage multiple priorities, and contribute to process improvements.