About Us:
We’ve been in business for 20 years and nationally recognized. Our company is a registered company specializing in products that extend beyond expectations in quality and value. We are a full-service manufacturer and supplier of decorative products for healthcare and commercial interiors, with a client roster that includes some of the largest healthcare facilities in the nation. We were founded on a single principle. To care for everyone we come in contact with, without exception. To care for our suppliers, our community, our team members and especially our clients. With the increasing market size for hospital industry, we are motivated to cater the needs and improve quality of services and products for healthcare centers. We are a US-based custom manufacturing company and we are looking for dedicated and loyal individuals that can contribute to our goals. We are looking for individuals who Embodies Our Core Values, Serve Others and Own It!
About the Role:
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 Responsibilities:
- Tracking customer experiences across online and offline channels, devices, and touchpoints
- Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness
- Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities
- Identifying customer needs and taking proactive steps to maintain positive experiences
- Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications
- Analyzing customer feedback on product ranges and new releases, as well as preparing reports
- Performing product tests, evaluating after-sales and support services, and facilitating improvements
- Documenting processes and logging technical issues, as well as customer compliments and complaints
- Keeping informed of industry trends and new CRM technologies
- Gain a deep understanding of commodities and our clients
- Build lasting relationships with clients
- Provide relevant updates to internal teams in Sales, Marketing, and Operations e.g. customer feedback trends
- Serve as a trusted resource and expert on many topics
- Guide high potential inbound clients to the Sales team for relationship management, maintaining a seamless customer experience throughout the transfer process
- Use quantitative and qualitative data to identify ways to improve the product
- Work closely with management to optimize performance metrics
- Track your work diligently and carefully
- Communicate insights and updates to leadership
- Incorporate feedback on your work to constantly iterate and improve
- Prompt follow up regarding contracts, scheduling, claims, and other issues as presented
Required Qualifications:
- A bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred
- At least 2 years' experience as a customer experience specialist, or a similar customer support role
- Extensive experience in gathering and interpreting customer experience information
- Solid knowledge of online customer engagement platforms and channels
- Exceptional interpersonal skills and a client-centered approach
- Great organizational and time management abilities
- Superb communication, collaboration, and problem-solving skills
System Requirements:
- Computer Processor: Minimum 5th generation Intel i5 processor or equivalent
- Computer Memory/RAM: Minimum 4.00 GB
- Computer Operating System: Windows 10 or Mac OSX - No Linux, Unix or any operating system other than what is required.
- Internet Speed: Running on a 5.0 MBPS plan or higher (Both primary and backup) - If your backup connection cannot serve as your primary connection, that does not qualify as a backup connection
- Headset: Noise-cancelling headset connected via USB port
- Web Cam: At least 3 megapixels capable of 720p recording
Our core values are to create a diverse and multicultural workplace, giving equal opportunity to employees and welcome people from different backgrounds. Employing staff with barriers to employment and treating them fairly is one of the ways we hire diverse workplace and diversify the skill sets within a workplace.