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About the Role

The Customer Experience Specialist provides high-quality customer support and problem resolution using telephone, email, and chat technologies. This role manages general customer concerns, including mis-shipments, returns, and pricing discrepancies, escalating issues as needed for timely resolution. Specialists utilize training, education, or experience to fulfill daily responsibilities and work in a team environment to maximize individual and overall team performance.

Responsibilities

Provide high-quality customer support and problem resolution.
Utilize telephone, email, and chat technologies.
Manage general customer concerns, including mis-shipments, returns, and pricing discrepancies.
Escalate issues as needed to ensure timely resolution.
Assist customers with an exceptional level of service delivery.
Resolve customer concerns and ensure a positive customer experience.
Diagnose and resolve problems utilizing department tools, resources, and business judgment.
Perform as a positive role model by demonstrating continuous performance improvement.
Support department and company objectives.
Work effectively in a team environment, with a willingness to work cross-functionally.
Upsell the PIP product line on incoming calls and, when appropriate, outgoing calls to customers.
Ensure productivity and quality levels are met to exceed customer expectations.

Requirements

Commitment to developing strong customer relationships.
Commitment to providing resolution to customer issues on the first pass.
Flexibility to work in a fast-paced, multi-task team environment.

Skills

Customer centricity
Problem-solving
Teamwork
Business skills
Agility
Upselling
Detail-oriented
Strong written proficiency
Strong verbal proficiency
Attention to detail and accuracy
Basic PC knowledge
Working knowledge of Microsoft Outlook
Working knowledge of Windows operating systems
Working knowledge of Internet
Working knowledge of mainstream web browsers

Experience Level

Previous experience in a telephonic or personal customer contact position (preferred)

Education Level

High School Diploma
Associates (preferred)

About the Company

PIP Global Safety (PIP) is a leader in global safety.
PIP is a global supplier and manufacturer of PPE products.
The company works with its distributor network worldwide to provide safety professionals with PPE products and solutions.
PIP has nearly forty years of experience in PPE.
The company has a dedicated team of professionals.