Customer Experience Representative

Salary: $15-17 DOE

Customer Experience Representative Job Summary:

The Customer Experience Representative will often act as the first point of contact to greet, assist, and provide direction and information to clients, visitors, and other guests of the organization and uphold the company’s brand integrity and relationships.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Greets clients, visitors, and guests; determines the purpose of each person’s visit and directs or escorts him or her to the appropriate location.
• Answers, screens, and directs phone calls to staff promptly to minimize missed calls
• Ensure that callers are transferred as few times as possible
• Takes messages, schedules appointments and communicates pertinent details to the appropriate people in the Service Department.
• Supports the company’s efforts for all messages left via phone, email, chat, or other methods to be replied to in less than 24 hours in a way that is helpful to the customer and the business.
• Receives mail, documents, packages, and courier deliveries and delivers or distributes items.
• Performs administrative and clerical support tasks.
• Performs basic filing and recordkeeping.
• Maintains the office, Pickleball, and breakroom areas in a neat and orderly condition.
• Acting as a customer advocate with a focus on improving their experience.
• Identifies and reschedules previous day’s unfinished orders.
• Creates quotes for pool cover replacements for customers.
• Takes payments and deposits from customers.
• Memorize part descriptions, functions, and SKU numbers to carry out efficient administrative support.
• Interpret and add detailed notes to customer accounts to ensure the best possible service is provided.
• Performs other duties as needed.

Required Skills/Abilities:

• Excellent verbal communication skills.
• Excellent interpersonal and customer service skills.
• Basic understanding of administrative and clerical procedures and systems.
• Proficient with Microsoft Office Suite or related software preferred.
• Ability to reliably report to work on time.

Education and Experience:

• High school diploma or equivalent required.

Physical Requirements:

• Prolonged periods of sitting at a desk.
• Must be able to lift up to 15 pounds at times.