Customer Experience Specialist

Thompson Lift Truck; Birmingham (AL); On-site; USD 32,000 - 42,000; Full time

Job summary

Thompson Tractor in Birmingham, AL is seeking a Customer Experience Representative to serve as the first point of contact for customers and staff, delivering world-class service while handling administrative duties.

You will answer calls, process purchase orders, maintain CRM data, generate reports, and assist with customer surveys, all while promoting safety and company values in a fast-paced office environment.

Qualifications

• High school diploma or equivalent required; some college preferred.
• Minimum six-month equivalent experience using a multi-line telecommunication system to provide world class customer service to external and internal customers preferred.

Responsibilities

• 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.

Skills

MS Office

Multi-line telecommunication

Active listening

Verbal communication

Written communication

De-escalation

Team player

Adaptability

Education

High school diploma or equivalent

Some college

Tools

CRM systems

MS Word

MS Excel

MS Outlook

Telephone system

Job description

Thompson Tractor in Birmingham, AL is seeking a Customer Experience Representative to serve as the first point of contact for customers and staff, delivering world-class service while handling administrative duties.

You will answer calls, process purchase orders, maintain CRM data, generate reports, and assist with customer surveys, all while promoting safety and company values in a fast-paced office environment.