Customer Service Specialist

Kuhlman Electrical Services, Inc; Danvers (MA); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

401(k) matching

Dental insurance

Health insurance

On-the-job training

Paid time off

Parental leave

Professional development assistance

Vision insurance

Job summary

Kuhlman Electrical Services, Inc in Danvers, MA is seeking a dedicated Customer Experience Specialist to join their team. You will be the primary point of contact for clients, providing exceptional support and ensuring a positive experience.

The ideal candidate will have 1-3 years of experience in customer service or call center roles, excellent communication skills, and the ability to handle high-volume calls with professionalism. The position offers in-person work and various benefits.

Qualifications

• 1-3 years of experience in customer service or call center roles.
• Ability to engage effectively in English; bilingual skills are a plus.
• Experience with outbound calling and sales techniques is desirable.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat.
• Provide outstanding customer support by resolving issues quickly.
• Conduct outbound calls to follow up with clients and gather feedback.
• Maintain customer database with complete and accurate information.
• Demonstrate excellent phone etiquette and communication skills.

Skills

Customer service experience

Strong communication skills

Data entry skills

Ability to handle high-volume calls

Multitasking abilities

Education

Associates degree

Bachelor’s degree

Job description

We are seeking a dedicated and personable Customer Experience Specialist to join our team. In this role, you will be the primary point of contact for our clients, providing exceptional customer support and ensuring a positive experience at every interaction. The ideal candidate is highly communicative, organized, and capable of handling multiple channels of customer engagement with professionalism and efficiency. Previous call center experience are highly valued to help us serve customers effectively.

Job Description:

The primary function of this position is to provide high quality, customer-centric support to potential new or existing customers. This position is the primary point of contact for phone calls, answers customer questions, and scheduling estimate appointments and service calls.

Job Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and chat channels; identify and assess customers' needs to achieve satisfactions.
• Provide outstanding customer support by quickly and effectively resolving issues, answering questions, and guiding clients through products or services; go the extra mile to engage customers
• Conduct outbound calls to follow up with clients, gather feedback, or promote new offerings
• Open and maintain customer database with complete and accurate information
• Maintain accurate records of customer interactions using technology, data entry and CRM systems
• Demonstrate excellent phone etiquette and communication skills in all interactions
• Analyze customer feedback and service data to identify trends and recommend improvements
• Respond to all email leads and correspondence; discern between estimates or service calls and schedule accordingly
• Review estimator’s schedule for accuracy; ensure that there is a suitable driving route
• Review canceled estimate appointments and contact customer to reschedule
• Address customer concerns/issues in a timely manner and follow up to make sure they were resolved
• Follow communication procedures, guidelines, and policies
• Perform other related duties as assigned

Requirements:

• Proven experience (1-3 years) in customer service, call center roles, or client support preferred
• Strong communication skills with the ability to engage effectively in English; bilingual skills are a plus
• Ability to handle high-volume calls with professionalism and patience
• Excellent data entry skills with attention to detail and typing accuracy
• Experience with outbound calling and sales techniques is desirable
• Ability to work well independently as well as part of a team in a fast-paced environment
• Ability to multitask, prioritize and manage time effectively
• Associates degree required. Bachelor’s degree preferred.

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Work Location: In person