Customer Experience Representative

Position: Customer Experience Representative

Location: Tonawanda, NY

Compensation: $23.00-$25.00 per hour

What We Are Looking For

The Customer Experience Representative is a critical part of our mission to deliver the ultimate customer experience, including timely, accurate and professional customer service to all NOCO customers. The successful candidate will handle both inbound and outbound calls, providing excellent customer service by addressing inquiries, resolving issues, and offering information about our products and services. This role requires effective communication skills, a customer-focused attitude, and the ability to manage multiple tasks efficiently. They will communicate with customers primarily through phone, email and chat, utilizing a variety of software tools to navigate customer accounts, research and review policies, and communicate effective solutions in a fun and fast-paced environment.

What You Will Do

- Respond to incoming customer calls and make outbound calls to existing and potential customers to provide information and follow up on inquiries.

- Interact with customers via telephone, email, online chat, or in-person to provide support and information on products or services.

- We'll help you develop the skills to get comfortable in your role in resolving service issues and account billing.

- Use your adaptability, organization, and resourcefulness to support your customers through a range of resolutions.

- Understanding the products and your customers’ sense of urgency will help you create a satisfying customer experience.

- Work directly with customers to provide solutions and recommend NOCO products and services to fit their needs.

- Identify opportunities for cross selling and upselling.

- Collect and enter orders for new or additional products or services.

- Field customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.

- Ensure that appropriate actions are taken to resolve customers’ problems and concerns.

- The industry moves quickly; to stay on top of it, we provide training updates to keep you current on our newest products, services, and upgrades so you'll be ready for any question that comes your way.

- Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments.

- One-on-one time with department leaders and additional support will give you everything you need to create a streamlined process for your customers and yourself.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The statements herein are intended to describe the general nature and level of work performed by employees. They are not to be construed as an exhaustive list of responsibilities, duties, and skills required by personnel so classified. Furthermore, they do not establish an employment contract and are subject to change at the discretion of the Company.

NOCO is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

What You Will Need

- High school diploma or equivalent.

- 2-3 years of customer service/sales experience required.

- Excellent communication skills including active listening.

- Comfortable upselling and cross selling products.

- Service-oriented and able to resolve customer grievances.

- Proficient computer skills with the ability to learn new software.

- Good time management skills to prioritize and plan work activities.

- Is high energy, friendly and engaging; has excellent persuasion skills; can persuade others to change their minds or behavior.

- Has a service orientation; is actively looking for ways to help people.

- Identifies and resolves problems in a timely manner.

- Reacts well under pressure and treats others with respect.

- Works efficiently and effectively, both independently and as a team to ensure call standards.

- Prolonged periods sitting at a desk and working on a computer.

- Must be able to lift up to 15 pounds at times.

What We Offer

- Competitive compensation package

- Generous medical insurance offerings

- Dental and vision plans

- Company-paid life insurance

- Company-paid short-term disability

- 401(k) with company match

- Health savings accounts

- Generous Paid Time Off policies

- 7 paid holidays

- Employee and family assistance program

- Company-paid training

- Safety incentives

- Years of service incentives