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Senior Customer Experience Rep

Company:  Exemplis
Department:  Customer Experience (CS)
Location: 

TX, US NJ, US AL, US NC, US OH, US KS, US FL, US CA, US IA, US MO, US NY, US WI, US IN, US

Position Summary:

Senior Customer Experience Representatives receives and process requests from our customers through, email, phone and chat. They serve as the end to end point of contact on all service orders regarding pricing, order options, changes to orders, escalated issues, and order discrepancies.  This position is the first impression a customer will have of Exemplis which require the candidate to portray the Exemplis values in all transactions.

Responsibilities and Essential Functions:

  • Provide phone, email, and chat support to our customers: answer questions such as order status, pricing, order options, make changes to orders, assisted in escalated issues and resolve any order discrepancies
  • Gather details on errors and follow up with a root cause analysis.
  • Confirm understanding of customer’s needs, issues and requeSr ts.
  • Issue credits as needed
  • Input Purchase Order and Make Changes to Orders in AX
  • Provide high level information on our products and services.
  • Independently resolve escalated concerns passing forward only when necessary.
  • Work with the team to ensure that customer inquiries are resolved promptly and in a way that exceeds customer expectations.
  • Partner with other areas of the business to ensure client needs are met.
  • Support and serve as SME to Customer Experience Representative (call overflow, training, field questions, escalated issues)
  • Serve as the customer’s advocate by solving problems on the customer’s behalf by engaging the right department and people.
  • Respond to all communications within a reasonable amount of time frame (within 24 hours)
  • Clear order discrepancies when necessary to meet month end revenue goals.
  • Strive to meet or exceed service goals established for CX.
  • Assist with front desk telephone coverage as needed.
  • Attend product and procedure training through SOI training sessions.

Qualifications, Skills and Education

Required

  • High school diploma or equivalent required.
  • 3+ years of experience in customer service.
  • Professional verbal, written and analytical skills
  • Focuses on listening
  • Strong communication skills.
  • Excellent follow up and follow through.
  • Detailed orientated and highly organized.
  • Positive and welcoming attitude with a collaborative spirit.
  • Ability to react well under pressure
  • Identifies and resolves problems in a timely manner
  • High degree of self-initiative and adaptability.
  • Embraces and thrives in a dynamic and fast paced environment.

About Us:

Exemplis LLC, headquartered in Cypress, CA, is a leading designer, manufacturer and distributor of branded contract office seating products in North America. The company provides a broad range of task, executive, conference, side, visitor and lounge seating products that are distributed through independent contract office furniture dealers under the SitOnIt Seating™ and IDEON™ brands. Exemplis is the market share leader in the middle segment of a $3.0 billion addressable seating market in North America.

 

The Company has an installed base of over five million seating products in a wide variety of industry and institutional environments, including High Tech, Health Care, Hospitality, Government, Education, and Manufacturing.  Exemplis has delivered strong sales growth and profit margins on a debt-free capital structure. The Company’s profitable growth has been enabled by its build-to-order business model which has allowed the Company to consistently deliver to its target market a value proposition based on choice, speed, quality and performance at affordable prices.

 

Exemplis' commitment to its customers drives the Company's market and operating strategies. Management has a strong bias to action and a focus on quality, operational excellence and superior financial performance. For more information, please visit http://www.exemplis.com.

 

Exemplis is an Equal Opportunity Employer, and our company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national or ethnic origin, protected veteran status, disability status, or any other characteristic protected by applicable state or federal civil rights laws that is not related to job requirements. 

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