Customer Experience Representative

Thompson Tractor Company, Inc.; Birmingham (AL); On-site; USD 33,000 - 42,000; Full time

Job summary

Thompson Tractor Company, Inc. seeks a Customer Experience Representative to deliver world-class service to customers and staff. You will manage incoming calls, greet guests, issue purchase orders, and update customer data in the CRM while generating reports.

Ideal candidates are strong communicators with the ability to handle multiple tasks, maintain records of inquiries and resolutions, and escalate complex issues to the Call Center Manager when needed. Safety and teamwork are essential.

Qualifications

• Requires high school diploma or equivalent; some college preferred.
• Experience: six months+ using a multi-line telecommunication system for customer service.
• Strong communication, listening, and written communication skills.

Responsibilities

• Serve as first point of communication contact for customers.
• Answer calls within three rings and route inquiries to the appropriate department.
• Create purchase orders and perform data entry in the CRM.
• Generate and distribute reports to branches and teams.
• Follow up on resolutions and escalate complex calls to the Call Center Manager.
• Keep records of interactions and actions taken.
• Promote safety and align with company values.

Skills

Customer service

Microsoft Office

Multi-line phones

Active listening

Verbal communication

Written communication

Education

High school diploma or equivalent

Some college preferred

Tools

Microsoft Word

Microsoft Excel

Outlook

CRM software

Job description

Position Summary

A Customer Experience Representative is responsible for providing a world class communication experience for Thompson customers and personnel by managing incoming calls, greeting customer and guest. They will also provide a variety of administrative duties to include issuing purchase orders, creating reports, updating customer data in CRM, and assist with customer survey's. Work with customers and employees to answer questions and elevate complaints.

Essential Responsibilities & Expectations

The ideal candidate is a strong communicator and relationship-builder, skilled in building customer trust and loyalty.

• Functions as first point of communication contact for customers insuring world class customer care.
• Answers incoming calls within 3 rings, determines nature of inquiry, provides information about products and services as appropriate, directs calls to appropriate department or employee, and relays and routes messages as necessary.
• Operates multi-line telecommunications system and answers calls in a timely and professional manner.
• Obtains details of customer issues and/or complaints as needed. Ensure customer's issues are handled by appropriate party.
• Follows up on resolution as appropriate.
• Escalates non-standard or difficult calls to the Call Center Manager as needed.
• Keeps records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Meets or exceeds customer experience standards.
• Performs clerical duties such as creating purchase orders, data entry, typing, customer follow-up, etc.
• Creates and distributes flyers to all branches for holiday notifications.
• Must be able to manage and prioritize multiple tasks in a busy environment.
• Actively cares and advocates safety. Adheres to all applicable safety policies, procedures and standards.
• Works within to promote corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

Qualifications

Education

High school diploma or the equivalent is required, some college preferred

Experience

Minimum six-month equivalent experience using a multi-line telecommunication system to provide world class customer service to external and internal customers preferred.

Skills and Competencies

• Ability to develop and maintain effective working relationships with others.
• Knowledge and use of all Microsoft computer products (Word, Excel, Outlook) or other comparable systems.
• Knowledge and use of multi-line telecommunications systems.
• Excellent listening, verbal and written communication skills.
• Ability to remain calm and de-escalate conflict.
• Ability to use logic and reasoning to problem solve and provide excellent customer care.
• Ability to relate to all levels of employees and be a team player who motivates other team members.
• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
• Must be able to meet all safety requirements for applicable safety policies.

Safety Summary

Working Conditions

Work is normally performed in an office environment. Sitting at a desk for extended periods could be required.

Physical Requirements

• Speaking
• Listening
• Writing
• Typing
• Grasping
• Stooping
• Kneeling
• Reaching
• Sitting
• Standing

Job Hazards

• Tripping, slipping, falling
• Strains from lifting
• Hand injuries
• Repetitive hand motion (computer work)
• Stress
• Potential harm from operating office equipment

Thompson Tractor is an Equal Opportunity Employer including Veterans and Individuals with Disabilities.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.