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!

CUSTOMER EXPERIENCE SPECIALIST