Customer Experience Representative Position Available In Gwinnett, Georgia

Customer Experience Representative The McAlear Group 1458 Beaver Ruin Road, Norcross, GA 30093 The position optimizes customer interactions within the service center to ensure a positive experience at every touchpoint. They serve as the point of contact at the service center, embodying company values and our commitment to exceeding customer expectations. Their interaction with customers significantly impacts brand perception, customer loyalty, and word-of-mouth recommendations. This role is crucial in maintaining strong customer relationships by addressing inquiries, resolving issues, and providing exceptional service. It is vital they ensure that customers feel valued and understood, contributing to overall satisfaction and loyalty. The overall objective of the position is to focus on delivering high-quality service that fosters positive customer interactions across all touch points within the service center. The role’s responsibilities are diverse and include tasks essential for enhancing customer experiences. Our company believes in the Ideal Team Player. We follow the model behaviors of Humble (quick to point out the contributions of others), Hungry (self-motivated and diligent), Smart (socially appropriate and aware), Safety-Minded (works to lower safety risks, Quality-Minded (take pride in their work) and Attendance (recognizes their presence is important).

ESSENTIAL JOB DUTIES & RESPONSIBILITIES

Respond to customer inquiries promptly and accurately via phone, email, chat or in person with pleasant and efficient chat etiquette. Provide clear and concise information to help customers resolve issues and answer questions. Manage customer frustrations with empathy and professionalism, working to resolve issues efficiently and effectively. Process customer orders and manage transactions within the service center, ensuring accuracy and efficiency. Schedule deliveries and provide required communication, such as lead times, for Delivery Direct Program. Contribute to the overall customer experience by ensuring every interaction is positive, informative, and aligns with the company’s values. Ability to effectively communicate information, provide inquiry resolution and respond to customer escalation per expected processes. Serve as a knowledgeable resource to customers utilizing company workflows and processes. Present customer solutions aligning with company expectations and standards. Effectively carryout a series of work instructions within the service center to address customer needs and process transactions promptly. Maintain accurate customer records by documentation customer interactions in CRM and ERP software. Actively supporting the sales department in achieving goals by being a team player and providing uniquely better customer service. Utilize technical tools to support customer engineering needs. Serve as a liaison between customers, freight carriers, and internal departments. Monitor and move slow-moving inventory to improve service center stock numbers. Processes RGAs.

NON-ESSENTIAL JOB DUTIES & RESPONSIBILITIES

Identify and recommend improvements for sales, marketing, and purchasing processes. Support the service center by completing assigned tasks. Assist team members as needed. Other duties as assigned.

PHYSICAL DEMANDS & WORK ENVIRONMENT

Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to fifteen pounds at times. Fast-paced work environment.

COMPETENCY, KNOWLEDGE, SKILLS & ABILITIES

Strong computer proficiency in MS Office (Word, Excel, Outlook, Teams), customer relationship management (CRM) and Salesforce. Strong written and verbal communication skills Troubleshooting and problem-solving abilities. Demonstrate and provide exceptional customer service. Adaptability and flexibility Strong emotional intelligence – empathy, patience, and active listening Ability to multitask, prioritize, and manage time effectively in a fast-paced environment. Ability to understand and address customer needs. High attention to detail and organizational skills. Positive customer service attitude and problem-solving mindset. Strong interpersonal skills, with a sense of humor appreciated. Team-oriented with a strong work ethic and a positive, proactive attitude.

EDUCATION & EXPERIENCE

REQUIRED:

High School Diploma or equivalent

PREFERRED

Some college or two-year degree 2-3 years of sales or inside sales experience The McAlear Group offers a full range of benefits for eligible employee including 401k, health and life insurance, Employee Assistance Program (EAP), disability coverage, and

PTO Job Type:

Full-time Pay:

$20.00 – $21.00 per hour Expected hours: No less than 40 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Shift:

8 hour shift Day shift

Work Location:

In person