Customer Experience Specialist

Job Description

Job Description

Title Customer Experience Specialist

Work Location Brookfield, WI

Reporting to VP of Customer Ownership

The Company :

Since 1987, RF Technologies is the industry leader in the design and manufacturing of life-safety solutions to safeguard our children, empower our elders, and protect our communities, together.

We strive to listen, learn, and deliver the best solution for each customer by leveraging our history of innovation and team of in-house experts.

RFT is in a season of growth and looking for candidates who exemplify RFT’s pillars :

• Always Put Our Customers First
• Act with Urgency
• Work to Build Trust
• Strive for Valued Differentiation

Role : Customer Care Specialist

We are seeking a customer experience specialist to provide outstanding support to our existing customer base. In this role, you will resolve customer inquiries and problems, process orders, and prepare services orders in accordance with company policies and procedures.

Duties and Responsibilities :

• Support the existing customer base, develops, and maintains positive relationships with customers placing orders for parts and supplies via phone, email.
• Take incoming orders, prepare order forms, and enter customer orders into ERP (order entry system).
• Make outbound calls to customers.
• Prepare and follow-up on quotes for parts and supplies.
• Works daily with a variety of different systems (Order Entry, CRM, Service software) to research and handle customer problems.
• Escalates customer situations to the Service or Sales teams as needed.
• Understand current RF Technologies’ product offering.
• Discern and diffuse customer issues, and handle and route as appropriate while maintaining the company’s best interest.
• Maintain and update contact management database. Following any phone contact or sales activity, Customer Care will verify and update information in the contact management database.
• Maintain open communication with team to discuss customer issues.

Basic Requirements and Skills :

• Associate degree or additional education beyond high school preferred.
• Minimum of 2 years of experience in customer service or support, preferably handling incoming calls.

Desired Skills and Experience :

• Strong verbal and written communication skills
• Experience with Acumatica a plus
• Ability to discern through issues to solve problems
• Ability to plan, organize and coordinate several tasks simultaneously
• PC Literacy required in contact management software (proficiency in Word, Excel, and PowerPoint is highly desired)
• Order entry experience highly desired with experience in both order entry and CRM systems
• Strong relationship building skills
• Ability to work independently within a team environment, and with minimal direction or feedback

Benefits :

• Comprehensive insurance (medical, dental, vision)
• 401(k) plan with company match
• Paid sick, holiday and vacation days
• Flexible work schedule
• Educational Assistance

RF Technologies, Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.