CUSTOMER EXPERIENCE SPECIALIST

CUSTOMER EXPERIENCE SPECIALIST

SHIFT: Monday - Thursday 7 AM - 5:30 PM 
COMPENSATION: $18-21 DOE

 

Phenix Technology, Inc. of Riverside is looking for leaders that want to join our family. Our Core Focus as an organization is Better People – Better Products – Better World. We need passionate people to join our team who believe in continuous improvement and who want to be true contributors to success. If you are just looking for a “job,” then we aren’t the place. We need change engineers and leaders who want to be part of our family. Everyone at Phenix is considered a leader, and we only want those willing to lead to apply.

 

The timing is impeccable to join us as we’re poised for big growth and are seeking impact players who can thrive in our culture of continuous improvement and grow with us.

 

RESPONSIBILITIES

  • Provide positive customer experiences in every single interaction
  • Respond to customer queries in a timely and effective manner in person or via phone, email, social media, and chat applications
  • Handle customer support cases through phone and email submission
  • Initiate RMAs from email submissions
  • Document RMA communication and submissions thoroughly
  • Identify customer needs and take proactive steps to maintain positive experiences
  • Aligning customer experience strategies with marketing initiatives by informing customers about new product features and functionalities
  • Understand NFPA and ISO guidelines
  • Enter information for orders into the computerized order processing system
  • Communicate, as needed, with distributors and production to answer questions and ensure order accuracy and completion
  • Create and document quotes for retail customers as needed
  • Upon request, represent the company at relevant trade shows or events, providing information and generating excitement about our products and services
  • Participate in special project work, such as (but not limited to) market research, sales trend analysis, marketing, product testing, quality assurance, lean and continuous improvements
  • Assist in performing all tasks necessary to achieve the organization’s mission and help execute growth plans
  • Maintain customer confidence and protect operations by keeping information confidential
  • Assist with ISO 9001 Quality Management System, review, and continual improvement processes
  • Perform other duties as assigned

    MINIMUM QUALIFICATIONS

    • High School Diploma or G.E.D. or equivalent
    • Basic knowledge of mathematics
    • High level of integrity and professionalism
    • Knowledge of Windows-based computer software programs (MS Word, MS Excel)
    • Ability to demonstrate top-notch interpersonal and phone etiquette skills
    • Strong oral and written communication skills
    • Expected to be on time and able to maintain a high attendance record
    • Coordinate multiple tasks simultaneously
    • Able to type 35 WPM
    • Excellent prioritization skills
    • Self-motivated, practical, results-oriented, positive attitude
    • Time management, service orientation, social perceptiveness, and reading comprehension
    • Strong critical thinking and creative problem-solving skills; able to balance attention to detail with big-picture thinking
    • Flexible, comfortable with change, and able to maintain a positive and infectious attitude

      IDEAL CANDIDATE QUALIFICATIONS

      • Bilingual speak/write in Spanish is strongly preferred
      • Working knowledge of office software, particularly the Microsoft Office Suite, Outlook, and QuickBooks
      • Bachelors in business or related field
      • 5+ years of customer service experience
      • Project management experience
      • Have a strong knowledge of lean manufacturing

       

      PHYSICAL REQUIREMENTS

      • While performing the duties of this job, the employee is frequently required to sit and walk and talk or hear; use hands to handle, or operate objects, tools, or controls; and reach with hands and arms
      • Occasionally climb or balance, stoop, kneel, crouch, or crawl
      • May have to lift and/or move up to 25 pounds
      • Vision should be correctable to accurately read small font writing

      READY TO APPLY? 

      Phenix Technology, Inc. is an essential service provider who demonstrates strict safety practices under the guidelines of the CDC and OSHA.

      To apply, submit a 1-2 minute video resume to apply@phenixfirehelmets.com. Tell us about yourself in a simple video and upload it to YouTube. Once you have uploaded your video, email a link to your video resume and your paper resume to apply@phenixfirehelmets.com

      Not sure where to start with a video resume? Check out this video!

       

      Spanish
      Spanish