Senior Customer Experience Specialist

WESCO; Glenview (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

Wesco seeks a Senior Representative - Customer Service to respond to inquiries by phone, email, or walk-ins and to resolve complex requests with tailored responses. You will analyze service needs and coordinate with technical teams for follow-up, while updating internal groups on customer satisfaction drivers.

You may handle more complex or critical products. You will build strong customer relationships, address questions and complaints escalated from other departments, and mentor teammates on

Qualifications

• High School Diploma or equivalent required; Associates’ Degree preferred
• 5+ years of relevant experience
• Strong time management skills for prioritizing issues
• Solid interpersonal skills for diverse environments
• Effective verbal and written communication
• Ability to work under pressure
• Professional and respectful customer handling
• Proficient with MS Word, Excel, and e-mail

Responsibilities

• Build and maintain business relationships with customers by providing prompt and accurate service
• Assist customer base by answering questions and handling inquiries and complaints escalated from other departments
• Mentor and train team members on best practices
• Process payments for cash account customers
• Research and resolve customer problems, liaising with other departments as needed
• Provide back-up support to the sales counter for walk-ins and phone inquiries
• Support OEM customers as needed

Skills

Customer Service

Communication Skills

Time Management

MS Word

MS Excel

Education

High School Diploma or Equivalent

Associates Degree preferred

Job description

Wesco seeks a Senior Representative - Customer Service to respond to inquiries by phone, email, or walk-ins and to resolve complex requests with tailored responses. You will analyze service needs and coordinate with technical teams for follow-up, while updating internal groups on customer satisfaction drivers.

You may handle more complex or critical products. You will build strong customer relationships, address questions and complaints escalated from other departments, and mentor teammates on