SmartTalent
Location
Auburn, WA | United States
Job description
SmartHire is hiring a Customer Experience Lead for a Manufacturing company in Auburn. Ideal candidate will have a minimum of 5 years of experience within a customer service/call center role and 2 years of lead/supervisory experience. Strong computer, customer service and communication skills are required.
Salary
$26-$29 an hour DOE
Benefits
401(k) matching, Dental insurance, Employee assistance program, Flexible spending account, Health insurance, Health savings account , Life insurance, Paid time off, Professional development assistance, Tuition reimbursement, Vision insurance
Shift
Monday – Friday – Days
About the Position:
The Customer Service Lead handles the more technical or complex service questions from customers and applies judgment in resolving service, warranty or technical problems falling within established limits of authority and knowledge. Issues of greater impact or technical complexity are researched and presented to management or referred to the appropriate internal experts for resolution. Typical customer questions are focused on account status, technical product application or service information, pricing, or adjustments.
Essential Duties and Responsibilities:
· Answer questions focused on order status, product information, account status, pricing, product, or service.
· Applies judgment in resolving service, warranty or technical problems falling within established limits of authority and knowledge.
· Handles technical or complex service questions from customers.
· Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
· Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
· Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes, such as damage in shipping.
· Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
· Recommend improvements in procedures to prevent future problems.
Position Requirements:
· Active listening skills
· Strong communication skills – written and verbal
· Ability to foster and promote a positive work environment
· Strong analytical skills
· Ability to derive innovative and creative solutions to resolve complex problems.
· Strong sense of ownership and solution focus
Qualifications
· High school diploma or equivalent
· Minimum 5 years’ experience in a customer service / call center role preferably within the manufacturing or similar industry
· Minimum 2 years’ experience as a departmental lead
· MS Office – Word, Excel, Outlook
SmartTalent is an Equal Opportunity Employer
#STHMG
Job tags
Salary
$26 - $29 per hour
