What are the responsibilities and job description for the Client Experience Specialist position at TKXS Inc?
Client Experience Specialist
Immediate
About TKXS
A B2B technology and data-driven solutions company, TKXS provides data collection, data science, technology and data-enabled marketing and incentive management capabilities to the agriculture, healthcare, construction and industrial supply industries. With an unparalleled combination of industry breadth, depth and trust, no other provider offers clients a more complete solution set.
TKXS’ clients know us to be trustworthy, responsive and straightforward. And while we count myriad strengths, our greatest advantage is our team. Guided by five core values, we trust more and achieve more. We team up, we stay curious, we take responsibility, we speak out, and we serve others. Grounded by our leadership team’s thoughtful planning, and fueled by enthusiastic and innovative teammates, your future at TKXS could be bright indeed.
What We’re seeking
The Agriculture Client Experience Specialist will serve on a team of individuals representing the virtual, customer-facing points-of-contact for the client and their customers. The Client Experience Specialist team extends stellar customer service on behalf of the client to ensure a positive experience.
About the Position
Duties/Responsibilities:
- Gain a thorough understanding of the client’s business and program
- Receive inbound calls, emails and support tickets from the client’s field sales reps, retail and/or farmer customers
- Respond to all email communications and support tickets, as well as missed calls and voicemails within 24 hours
- Document all inbound and outbound communication for metric reporting to the client
- Handle heavy call volume periods with high service and great attention to detail
- Identify opportunities for efficiency gains and additional support during low call
volume periods - Assist client and their customers with all matters relating to the program
- If further assistance is required, provide support to the customer with warm transfers to other departments within the client organization or customer follow up once further research is conducted
- If further research is required, provide the customer with an estimated timeframe for follow-up or communication
- Document and report system issues via a ticketing system for resolution with appropriate technical resources
- Build meaningful relationships with our client’s sales personnel and stakeholders
- Act as our client’s representative and advocate, ensuring delivery of accurate information, excellent service and resolving concerns in a timely manner
- Provide systems and programs related support to field personnel and client stakeholders
- Merchandise customer Voice of Customer (VOC) with TKXS Management to share with internal stakeholders and/or key client stakeholders
- Support in training new team members as needed
- Collaborate with staff management to prepare and ensure adherence to best practices
- Provide support through Quality Assurance (QA) testing of new system functionality
Credentials
- College degree, preferably in Agriculture and/or Business Management
- Experience in customer service handling high volume phone and email traffic (at least 90-95% of the day is spent on the phone and answering emails)
- Strong attention to detail and sense of urgency when following up with customers
- High professionalism and willingness to serve the customers’ needs
- Adept and comfortable using multiple web-based systems simultaneously
- Excellent interpersonal, written, verbal, and telephone communication skills; Fluency in English
- Capacity to work under tight timelines and in team-oriented environments
- Proven ability to adapt and thrive in a changing environment
- Proven ability to function well in a high-paced and at times stressful environment
- Proficient with Microsoft Office Suite or related software
- Must be able to work in the Charlotte or Raleigh office and the ability to work from home when necessary
Note: This position requires a 40-hour work week. Business hours depend on program needs and may change seasonally based on call / email / support ticket volume. During certain times of the year you may be asked to work a flexible shift to support workload.
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Why TKXS?
At TKXS, you’ll be positioned to do your best work ever, surrounded by caring, fun-loving and inspiring teammates. We work hard for our clients, but we play hard, too. Think happy hours, impromptu get together, and abundant community service projects.
We also provide a hefty benefits package:
- health insurance,
- maternity and paternity leave,
- a 401(k)-matching program,
- affordable family benefits.
- prescription drug insurance,
- pet insurance, as well as
- TKXS also covers -- 100% -- dental, vision, and life insurance for full-time employees.
And then there are the perks – and plenty of them, including video games, healthy treats, seriously good coffee, and you won’t believe what’s on tap in the breakroom.
Ready to bring out the best in yourself? Then we want to hear from you. Give us a call, send an email, or go ahead and apply today.
TKXS is proud to be an Equal Opportunity Employer. We value diversity – in our workplace and in our community and are committed to creating an inclusive environment for all employees.