Customer Experience Associate
Customer Experience Associate(s) respond to inbound customer inquiries (member and non-member) through emails, chats, and phone calls. The person supports customers by providing helpful information, answering questions, and responding to customer concerns. The CSA is the front line of support for customers and offers help in a professional manner that ensures customers are satisfied with the products and services. This position also has a secondary responsibility to oversee the distribution and fulfillment function.
- Maintains a positive, empathetic, and professional attitude toward customers at all times
- Responds promptly to a high volume of ongoing and regular customer inbound emails, phone calls, and web chats
- Acknowledges and resolves customer complaints
- Knows our products inside and out
- Answers customer questions on topics pertaining to basic certification, education, webinars, membership, events, online resources, publications, and website/LMS support
- Processes orders, forms, applications, and other requests supporting our B2C as well as B2B customers
- Walks customers through basic troubleshooting or setup
- Refers potential business development leads to the appropriate staff member
- Keeps accurate records of customer interactions, transactions, comments, and complaints, as well as updates customer data in the CRM (Salesforce) and continuously gathers and documents customer feedback
- Communicates and coordinates with colleagues as necessary
- Provides feedback on the efficiency of the customer service process
- Other duties as assigned
- Manage the logistics email inbox and communicate professionally and in a timely fashion with partners as needed
- Monitor PO box and pick-up mail at Post Office daily
- Monitor and maintain all course materials, documents, and collateral related to the fulfillment of all domestic and international education and events, ensuring the accurate and timely delivery of materials to these events
- Monitor the fulfillment of all visual media related to domestic and international education events. Coordinate the maintenance and repair of audio/visual equipment used for educational events
- Monitor the shipping status of outbound/inbound educational event materials, working closely with appropriate shipping vendors to ensure timely delivery
- Compile, distribute, and stock returned materials to appropriate departments in a timely manner
- Oversee the accurate and timely fulfillment of all large Business to Business contracts
- Monitor, maintain, and organize product inventory
- Bachelor’s degree (preferred)
- 1-3 years of experience in a customer support role, sales experience, retail, relevant professional distribution or a combination of experience preferred
- Strong proficiency in windows-based applications, including MS Word, Excel, Outlook, Zoom
- Experience working with CRMs, such as Salesforce, and marketing automation tools highly desired
- Experience in the educational or human resources discipline nice to have
- Drive, curiosity, resilience, coach-ability, and attention to detail
- Excellent communication, writing, and people skills
- A goal-oriented work ethic – committed to achieving organization goals, performance objectives, individually and part of a team
- Ability to work out of the Scottsdale, AZ office 5 days a week
Knowledge, Skills & Abilities:
- Proactive and independent problem solver with strong time management skills
- Passion for serving and helping customers
- Excellent communication skills, both written, verbal/presentation and interpersonal
- Dedicated to continuous learning and improvement
- Ability to work independently as well as within teams. Demonstrates strong team orientation via a positive outlook, disposition, and approach to their work
In today’s rapidly evolving job market, a Customer Experience Associate is critical to fostering customer loyalty and enhancing the overall customer experience.
This job description outlines the responsibilities and qualifications necessary for the position, emphasizing the importance of exceptional customer service skills, proficiency in information technology, and the ability to work collaboratively within a team.
- Customer Interaction: Serve as the first point of contact for customer inquiries through various channels such as social media, live chat, emails, and phone calls. This requires maintaining a positive, empathetic, and professional attitude at all times.
- Issue Resolution: Efficiently acknowledge and resolve customer complaints, ensuring high customer satisfaction. This involves having an in-depth knowledge of products and services to answer customer questions accurately.
- Customer Support: Provide support by processing orders, forms, applications, and addressing customer needs. This role is pivotal in walking customers through basic troubleshooting or setup, enhancing the overall customer experience.
- Data Management: Keep accurate records of customer interactions, transactions, comments, and complaints. Updating customer data in CRM systems like Salesforce is crucial for continuous improvement of customer service processes.
- Team Collaboration: Communicate and coordinate with team members to resolve customer issues, referring potential business development leads to the appropriate staff member.
- Logistical Support: Manage logistics related to distribution and fulfillment functions, ensuring the timely delivery of materials for domestic and international education and events.
- Inventory Management: Oversee product inventory, ensuring materials are accurately fulfilled and stocked.
- Educational Background: A Bachelor’s degree is preferred, highlighting the importance of formal education in understanding customer service principles.
- Experience: 1-3 years of experience in customer service, sales, or a related field is desirable. Experience with CRMs like Salesforce and proficiency in windows-based applications underscore the role’s technical demands.
- Skills: Exceptional communication and interpersonal skills are paramount. The job requires excellent problem-solving abilities, a passion for customer service, and a commitment to continuous learning and improvement.
Career Path and Development:
This role is not just a job but a stepping stone in a career path that can lead to positions such as Customer Service Manager, Customer Experience Manager, or even higher management roles within the organization. This progression underscores the value of experience, customer feedback, and the continuous enhancement of skills and qualifications.
The Importance of Customer Service:
In North America and beyond, this job plays a vital role in shaping the customer experience. From handling customer inquiries to providing exceptional customer care, the Customer Experience Associate ensures client satisfaction and loyalty. This position is about more than just addressing customer needs; it’s about creating meaningful connections and ensuring every customer interaction contributes positively to the brand’s reputation.
In conclusion, the Customer Experience Associate is a multifaceted role that requires a blend of technical knowledge, excellent communication skills, and a genuine passion for customer service. This position is essential for driving customer satisfaction, fostering loyalty, and contributing to the organization’s overall success.
To apply for this job email your details to firstname.lastname@example.org