Hybrid Customer Experience Specialist

Minka Group; Corona (CA); Hybrid; USD 21,000 - 33,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Life insurance

401(k) with company match

Mentally health coverage

Parental leave

Employee discounts

Community involvement opportunities

Job summary

The Minka Group in Corona, CA is seeking a Customer Service Representative to assist customers with pre/post-sale questions, basic installations, and problem resolution. The role handles calls, emails and web chats, guiding customers and ensuring timely follow-up, with a focus on one-touch resolutions.

This hybrid position offers a 3-days-in-office / 2-days-remote schedule under the Minka Group Flex plan, with pay between $15.00 and $23.85 per hour and benefits including health, dental, vision,

Qualifications

• 2+ years' meaningful work experience preferred.
• Strong written and verbal communication skills with ability to communicate across all levels of the organization.
• Ability to identify business critical issues quickly and navigate priorities.
• Must be well organized, detail-oriented and have excellent time-management skills.
• Display a high level of integrity and professionalism.
• Ability to lead and empower individuals and teams.
• Proficient in Microsoft Office 365 Suite, especially Teams and Outlook.
• Ability to handle a fast-paced call center environment.
• Solid understanding or ability to learn Cisco Unified Intelligence Center program.
• Solid understanding or ability to learn Calabrio program.

Responsibilities

• One Touch Resolutions: Ensure all customers are assisted in the fewest number of interactions with the overall goal being one-touch.
• Satisfaction Survey: Working with managers to meet the satisfaction survey goal at or above group average.
• Phone Calls: Answering customer calls and assisting with any scenario presented.
• Emails: Answering customer emails within 24hrs and assisting with any scenario presented.
• Warranty Orders: Warranty issues should be resolved by supplying the customer with the fewest items necessary to resolve the issue.
• Return Merchandise Authorization: RMAs should be created for orders between 1-90 days old when a customer needs to return an item for various reasons.
• Capture inbound sales when appropriate.
• Demonstrate excellent customer service skills in resolving customer complaints and questions.

Skills

Communication

Time management

Organizational skills

Call center experience

Problem solving

Tools

Microsoft Office 365

Teams

Outlook

Cisco UIC

Calabrio

Job description

The Minka Group in Corona, CA is seeking a Customer Service Representative to assist customers with pre/post-sale questions, basic installations, and problem resolution. The role handles calls, emails and web chats, guiding customers and ensuring timely follow-up, with a focus on one-touch resolutions.

This hybrid position offers a 3-days-in-office / 2-days-remote schedule under the Minka Group Flex plan, with pay between $15.00 and $23.85 per hour and benefits including health, dental, vision,