Customer Experience Specialist

Position Summary:

The Customer Experience Specialist provides potential and existing customers with exceptional service. Identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer services and brand awareness.

To ensure success as a Customer Experience Specialist, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch Customer Experience Specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image.

Key Performance Areas (Essential Functions of the Position)

• Manage large amounts of incoming calls

• Identify and assess customers' needs to achieve satisfaction

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

• Build sustainable relationships of trust through open and interactive communication

• Provide accurate, valid and complete information by using the right methods/tools

• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

• Keep records of customer interactions via CRM

• Follow communication procedures, guidelines and policies to maintain positive brand awareness

• Prepare product or service reports by collecting and analyzing customer information

• Other duties as assigned

Key Success Factors for Position

• Providing exemplary customer service

• Understanding internal tools and systems

• Ability to work Under Pressure

• Focus and passion for helping customers and their horses and other livestock

• Sophisticated verbal and written communication skills

• Aptitude to quickly learn and confidently navigate computer systems

• Ability to offer creative and out-of-the-box solutions

• Proficient time management and organizational skills

• Confident, risk-taker with a great sense of humor

• Exhibits sales aptitude and willingness to improve upon these skills

• Comfortable working independently, as well as in a group

• Ability to stay motivated

Experiences / Education Requirements

• Telephone and/or retail background are a plus

• Experience working with Microsoft Office, including Word, Excel, Outlook and CRM

• Equine health and nutrition knowledge

• 5+ years of hands on equine and small animal experience preferred

Working Conditions

General Office working Environment:

Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpliant conditions caused by noise, etc. Work is generally performed within an office environment, with standard office equipment available such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Requirements:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

While performing the duties of the job the employee is regularly required to talk, hear, read, write and communicate in fluent English. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type/ Expected hours of work:

This is a full-time position. Days and hours of work are Monday through Friday, with an occasional weekend, unless otherwise notified in advance by the supervisor.

Professional Conduct:

Each employee of Standlee Premium Western Forage has a responsibility to know, to understand and to be able to abide by workplace professional standards of conduct. Professional conduct includes customer service, courtesy, ethics, safety, teamwork, responsibility, accountability, confidentiality, and professionalism.

Travel Requirements

Frequent travel to local Standlee locations (by vehicle), occasional travel by air as directed.