Customer Experience Coord

Job Summary

The Customer Experience Coordinator is responsible for providing a professional approach and creating excellent customer experiences when handling all customer inquiries regarding small equipment repair.  This role requires a high level of autonomy due to the nature of triaging branch or customer requests for technical repair and repair estimation.

Essential Functions

• Addresses inquiries and concerns with customers through inbound and outbound calls

• Responds efficiently and accurately to callers, explaining possible solutions, and ensuring that customers feel supported and valued

• Coordinates with vendors or branch locations to quickly resolve any customer questions

• Partners with repair specialists to create estimates for repairs and responds to customers with appropriate timeline and additional relevant information

• Engaging in active listening with callers, confirming or clarifying information, and diffusing situations, as needed

• Verify repair information with repair specialists or technicians for proper documentation

Repair Coordination:

• Provides customer quote for repair

• Enter data from customer paperwork into system for tracking and billing

• Create emails, fax cover sheets, and estimates

• Utilize company programs to answer inquiries from customers

• Complete shipping forms and return documents

• Create daily invoicing

• Responds promptly to customers in 24 hours or less after first contact and provides estimates to customers in 24-48 hours after items have been received

Additional functions

• In addition to the essential functions listed above, the incumbent may perform the following additional functions.

• Perform additional duties as assigned

Required Qualifications

• High school diploma or equivalent required 

• Must have a mechanical aptitude

• Expresses strong customer service orientation or related dispatching experience through excellent written and verbal/phone communication skills, with a two-year minimum experience in customer service environment

• Exhibits strong organizational and multi-tasking skills, demonstrates sound judgment and excellent decision-making abilities, while showing a great attention to detail

• Ability to read and understand assembly drawing and instructions

• Uses technology with efficiency and possesses basic computer skills, including knowledge in Microsoft 365 business suite

• Ability to positively contribute to the team environment by taking initiative to learn and improve upon skillsets

• Outstanding troubleshooting and problem-solving skills

• Ability to multi-task in a fast-paced environment

Preferred Qualifications

• Associates degree or equivalent technical training

• Previous dental repair dispatch or repair knowledge​

Working Conditions

Physical Demands

• Must be able to remain in a stationary position 60 percent of the time

• Should be able to type a minimum of 40 words per minute

• Must be able to lift 10-20 pounds and carry it 100 feet

Environmental Factors

• This position is in an office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building.

• The building’s primary work areas consist of desks, chairs, computers and other office equipment and devices for professional services

• This position has a light potential for exposure to bloodborne pathogens

The potential compensation range for this role is below. The final offer amount would be based on various factors such as candidate location (geographical labor market), experience, and skills. $14.90 - $18.27