Customer Experience Specialist

The Image Group
Ashland, VA
Jan 22, 2022
Jan 29, 2022
Accountant, IT
Full Time
Summary: The Image Group relies on our Programs team to execute established objectives and strategies for TIG clients' ecommerce stores. The Programs team works in tandem with the sales team to meet and exceed client objectives, as well as create strategies for store enhancements, leading to sales growth. In support of the total client relationship, the Customer Support Specialist is responsible for, and accountable to, delivering an excellent individual customer experience.Primary Duties and Responsibilities: Act as a point of contact for individual program customers.Builds and maintains strong working relationships with the sales team to support strong client relationships.Process customer orders/changes according to established policies and procedures.Respond to customer inquiries in 24 working hours.Track Sales Orders, POs and Deco POs to completion.Coordinate with the sales team as needed for special events and product needs that cannot be fulfilled within Program items available, to make sure they get in prompt contact with their specific team.Handle exceptions and communications with customers when there are event dates to be met, credit card issue, backorders, returns, replacements, password resets, account setups, and assist in order placements.Offer suggestions and ideas for improvement and growth.Other duties as requested or assignedThe best candidate for this role: Is comfortable learning and working with computer programs and applications.Is self-motivated and able to follow through timely on tasks and projects.Possesses excellent verbal and written communication skills.Holds values of high quality service and professionalism.Has the ability to manage multiple tasks and priorities and adapt to changing situations.Has a high level of interpersonal skills to handle sensitive and confidential situations.Has excellent organizational skills.Has a strong attention to detail, especially relating to data entry.Education and/or Experience: High school diploma or equivalent3+ years of customer service experienceJob Type: Full-timePay: From $35,000.00 per yearBenefits:401(k)401(k) matchingDental insuranceEmployee discountHealth insuranceHealth savings accountLife insurancePaid time offTuition reimbursementVision insuranceSchedule:8 hour shiftMonday to FridayExperience:Customer service: 3 years (Preferred)Work Location: One location