Job Description
Job Title: Associate Customer Experience Specialist
Position Location: Northglenn, CO
Position Summary:
Customers are the central focus of the WestTel Public Safety mission. The Associate Customer Experience Specialist role is a key WestTel team member. This entry-level position serves as the point of contact for all Public Safety Answering Points (PSAPs) making follow-up calls, as necessary, preparing and distributing a variety of reports and validating PSAP operational information. It is important for this position to establish a good working relationship with team members and contacts in order to maintain and continuously strive to improve the level of overall service being provided
Roles / Responsibilities:
Support customers via e-mail, phone, and other channels.
Actively listen and identify customer issues, needs and concerns to effectively provide top tier service.
Investigate customer inquiries and issues, identify proper courses of action and assist in issue resolution.
Attend vendor and product meetings for continued learning including product training, product documentation, product compliance and other functions.
Provide product and process documentation support including manuals, data sheets, quality certificates and others as needed.
Assist customers in product decisions, consistently recognizing and offering cross-sell/upsell opportunities.
Process and update customer orders/quotes and/or change orders/quotes in a timely and accurate manner meeting departmental productivity metrics.
Respond to customer service requests such as information requests, data requests and compliance information.
Perform other duties as assigned.
Requirements / Qualifications:
High School Diploma Required; Bachelor’s degree preferred.
0 to 2 years customer service related experience.
Proven ability using the Internet and Microsoft Office: Outlook, Word, Excel, PowerPoint, with ability to learn other software as needed.
Capable of using learned knowledge to drive in the moment business decisions.
Aptitude to learn and comprehend technical vocabulary/terminology.
Thrives in a fast-paced, collaborative environment, efficiently works under pressures, within deadlines or other time essential constraints.
Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization.
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all the duties and responsibilities associated with it.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.