Customer Experience Specialist (Evenings & Weekends)

The McPherson Companies; Trussville (AL); On-site; USD 34,000 - 52,000; Full time

Job summary

The McPherson Companies is seeking a Customer Experience Representative to handle inbound calls, process product orders via multiple channels, and resolve issues in collaboration with operations and outside sales teams. The role emphasizes timely delivery and high-quality customer service.

The position requires strong communication, problem-solving, and multitasking abilities with a focus on accuracy and customer satisfaction.

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.

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.

Job description

The McPherson Companies is seeking a Customer Experience Representative to handle inbound calls, process product orders via multiple channels, and resolve issues in collaboration with operations and outside sales teams. The role emphasizes timely delivery and high-quality customer service.

The position requires strong communication, problem-solving, and multitasking abilities with a focus on accuracy and customer satisfaction.