Position Summary:
Join our client's dynamic team as a Customer Experience Coordinator where you'll be the vital link between our client and its valued customers. As the first point of contact, you'll handle inquiries, resolve complaints, and ensure a seamless experience for all. With opportunities to master product knowledge, streamline processes, and enhance customer interactions, this role offers an exciting chance to excel in customer service while contributing to the growth of our client's organization.
Responsibilities:
Assess customer needs and recommend appropriate products/services.
Address customer complaints promptly and effectively to ensure satisfaction.
Utilize company software systems for efficient communication and resolution.
Maintain accurate records of customer inquiries for future reference.
Process orders, forms, applications, and requests in a timely manner.
Collaborate with colleagues to resolve customer issues and enhance processes.
Provide valuable feedback to improve sales, marketing, and business strategies.
Demonstrate comprehensive product knowledge to address customer queries confidently.
Ensure the cleanliness and organization of CRM & database platforms (HubSpot).
Manage customer inquiries throughout the workflow, supporting sales pipeline.
Ensure completion of outstanding tasks in CRM to maintain service levels.
Facilitate communication between sales and installation teams for seamless operations.
Bridge communication gaps between sales team and customers for optimal satisfaction.
Uphold established workflows and provide coverage in the absence of team members.
Proactively engage with candidates and clients to drive recruitment success.
Monitor and report adherence to customer service timeframes accurately.
Collaborate with Finance Department to ensure accurate project cost capture.
Handle phone calls proficiently, transferring/taking messages without errors.
Qualifications/Skills:
Excellent communication skills with a pleasant and engaging demeanor.
Meticulous attention to detail in written communication, ensuring error-free correspondence.
Demonstrated patience and composure in high-pressure environments.
Strong multitasking abilities, capable of managing multiple customers simultaneously.
Exceptional organizational skills to prioritize tasks and conduct timely follow-ups.
Adaptability to diverse customer needs and changing situations.
Proficient social listening and copywriting/editing skills.
Impeccable time management skills, adept at handling multiple responsibilities.
Detail-oriented approach with the ability to thrive under pressure and meet deadlines.
Education & Experience:
Background or experience in renewable energy, engineering, or electrical would be advantageous, but not required.
Previous experience in delivering excellent customer service and proficiency in CRM Technology.
Proficiency in Microsoft Office suite (Excel, Outlook, Word, Microsoft Teams), with familiarity in SAGE and HubSpot an added bonus.