What are the responsibilities and job description for the Customer Solutions Expert position at CWS?
Recognized as a critical part of our success, our Customer Solutions Expert works as part of a team to provide exceptional customer service and support. This position is the first of several levels of progression designed to allow for continued career and hourly wage growth within the Customer Service Department. The principle responsibility is to learn the concepts necessary in order to ultimately handle incoming and outgoing communication from internal and external customers. In addition, the Customer Solutions Expert responds to basic inquiries and processes orders in an expedient and accurate manner. As the initial skills are learned and demonstrated proficiently, the Customer Solutions Expert is promoted to the next level to continue to acquire and demonstrate more advanced learning.
Our Position:
- Attend training to learn all aspects of the Customer Solutions Expert role in order to demonstrate the different skills necessary for success
- Learn and navigate multiple system platforms simultaneously through performing basic telephone interactions via our general contact phone line as well as basic order entry
- Answer general incoming calls and emails relative to customer orders, quotes, inquiries, product related questions and warranty resolutions for two of our four locations
- Ensure satisfaction by clarifying, researching, and exploring solutions
- Document order notes in our order platforms
- Build loyalty with internal and external customers through active listening, consultative relationship building, resourcefulness, and basic knowledge of all product lines
- Engage in learning on a consistent basis as our business and industry evolves
- Follow company policies and procedures to ensure efficient and accurate resolution of customer issues
Your Qualifications:
- High school diploma or equivalent required
- Minimum of 6 months of customer service experience to include order entry
- Full-time hours Monday through Friday, daytime hours and overtime when required
- High attention to detail
- Process orders with accuracy
- Type to defined department metrics for both speed and accuracy
- Must demonstrate a patient and professional demeanor and maintain a positive attitude
- Attendance that meets the company attendance policy is an essential function of the job
- Proficiency with computers, MS Office software, including email
- Attain working knowledge of system platforms
- Professional business communication skills, over the phone and in writing
- Capable of working independently and within a team structure
