Description
The Customer Experience Coordinator works in a fast paced, high volume support center and is responsible for receiving and resolving customer inquiries in a timely manner.
Principle Duties and Responsibilities
- Build positive relationships with customers
- Maintain a positive, empathetic and professional attitude toward customers at all times.wth
- Work with Sales Team to create better methods to address customer complaints.
- Effective time management, multi-tasking and prioritization skills.
- In-depth understanding of JW products, operations, websites, and literature to add value to and assist customers.
- Address customer inquiries that come into the customer service department b
- Improve customer service experience, create engaged customers and facilitate organic growth
- y phone, web/email, mail, fax, chat, or Social Media by providing courteous and prompt responses
- Process complex drawings, quotes and order requests per departmental guidelines (i.e. change orders)
- Maintain a thorough understanding of the JELD-WEN customer(s) and their needs to professionally resolve and/or manage customer situations with a goal of first contact resolution.
- Escalate non-routine issues outside of knowledge scope to appropriate supervisor/manager.
- Interpret warranty conditions and issues.
- Build and develop relationships with operations, sales, product line management and finance.
- Update management on customer developments/issues
- Use appropriate data systems to track contacts and inquiries including SalesForce, Titan, Microsoft Office.
- Interface across multiple facilities and product lines
- Manage projects with leadership guidance
- Report to department leadership any areas that do not meet service expectations and present opportunities for improvement.
- Other duties may be assigned
