Customer Experience Agent

Description

General Summary and Purpose:

The Customer Experience Agent is a core team member of the Customer Service Department. The Customer Experience Agent has a primary focus the customers with order/shipment information requests and resolving any emerging concerns with order accuracy and efficiency. The goal is to ensure excellent customer service standards, quick response times and always to maintain high customer satisfaction. 

Duties and Responsibilities:

• Review, manage, and respond to all emails within the Support, & Customer Service email inbox within the service level agreement requirements.
• Manage incoming calls phone queues for VWR & Customer Service-related phone queues.
• Send customer shipment verification emails per service level agreement.
• Provide accurate, valid, and complete information by using the right methods/tools/process.
• Meet personal/service level agreements and call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; Keep record of customer interactions.
• Follow internal process and service level agreement guidelines.
• Review and update work instructions quarterly.

Other Duties 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements

Job Requirements:

• Strong communication skills (verbal & written).
• Problem-solving skills.
• Ability to troubleshoot and investigate customer complaints.
• Detail oriented, able to review various documents for accuracy.
• Strong computer skills.
• Experience with Customer Service or ERP ticketing system, specifically INFOR or similar. 
• Work in team environment.
• Must be able to walk, sit and/or stand throughout an eight-hour (or longer) day. 
• Must be able to work on computer or other computer devices for extended periods of time.
• Must be able to stand and/or sit for extended periods of time. 

Job Specifications:

• High School Diploma/GED
• Proficiency in the use of Outlook (email) and experience with the Internet
• Basic math skills including addition, subtraction, multiplication, and division.