Purpose: Reporting to the Sr. Director of Marketing, the Customer Experience Specialist (CX Specialist) will engage with existing customers through outbound calls to provide product updates, gather feedback, and ensure they are fully satisfied with their experience. This role focuses on building strong customer relationships and enhancing customer loyalty by delivering exceptional service and representing our brand in a positive manner, without any sales or prospecting activities.
General Expectations: Adhere to core values
- Drive: Make things happen. Don't wait for things to happen.
- Grit: Get back up. Don't quit.
- Humility: Check your ego at the door. Don't be arrogant.
- Others First: Think We over Me. Don't be selfish.
- Joy: Take a positive approach. Don't kill the vibe.
Essential Responsibilities & Duties
1. Customer Interaction
- Provide exceptional customer service through various channels, including phone, email, and chat interactions.
- Listen actively to customers’ questions, concerns, and feedback, and provide timely and accurate responses.
- Conduct outbound calls to existing customers to educate and inform customers of product updates, new features, and potential upgrades, aiming to enhance their experience with our products or services (no cold calling or prospecting involved).
- Work closely with the Marketing Team to develop and execute campaigns to “wow” and enhance customer loyalty and satisfaction.
- Gather and document customer feedback and suggestions to help identify trends and areas for improvement.
- Share valuable insights with relevant teams to enhance products and services.
2. Issue Resolution
- Investigate and resolve customer inquiries, complaints, and issues in a professional and efficient manner.
- Collaborate with other departments to ensure the swift resolution of complex issues.
3. Product Knowledge
- Maintain a deep understanding of the company’s products or services to provide customers with accurate information and advice.
4. Order Processing
- Assist customers with placing orders, tracking shipments, and managing returns or exchanges.
- Ensure that orders are processed accurately and efficiently.
5. Data Entry and Record Keeping
- Maintain detailed and accurate records of customer interactions and issue resolutions.
- Update and manage customer information in the company’s databases.
Qualifications:
- Education: High school diploma or equivalent; some college education is a plus.
- Experience: Proven experience in customer service, retail, or a related role.
Knowledge, Skills, and Abilities
Strong interpersonal and communication skills, both written and verbal, with exceptional phone etiquette.
Empathy, a customer-centric mindset, and strong problem-solving and conflict resolution skills.
Proficiency in customer service software, CRM systems, and the ability to learn and follow complex processes.
Effective team player, adaptable to a dynamic, fast-paced environment, with the ability to think independently and creatively.
Ability to work from the office Monday-Friday, 8:00 a.m. – 5:00 p.m.
Strong organizational skills, including multitasking, managing time effectively, and collaborating with internal and external resources.
Physical ability to operate standard office equipment, with manual dexterity and the capacity to lift and carry up to 25 lbs.
Company Overview:
IMI has been in business since 1973 and was created to increase profitability for commercial transportation service dealers, fleets, and OEMs. We innovate through scientific discovery, and deliver solutions borne from our customers’ experiences. IMI offers excellent benefits and values high standards, teamwork and customer service. Check us out online at: www.imiproducts.com
Benefits:
- Competitive pay
- Affordable and robust medical, dental and vision insurance upon hire
- Company provided life insurance
- 401K with strong company match
- Profit sharing bonus program
- Paid Time Off and paid holidays
- Health club membership
- Company laptop, office supplies, and accessories provided
IMI
At IMI, we are pioneers of the open road, fueled by finding proven ways to make commercial trucking fleets safer, smarter, and more productive at every turn. We have given ourselves a clear mission: increase profitability for commercial transportation service dealers, fleets, and OEMs. To us, that means developing solutions that define our industry and putting those solutions to millions of miles of scientific tests at every stop along the way. We are constantly looking for new and better ways to build tire, wheel, and fuel preserving solutions. That’s how we develop products like IMI EQUAL FLEXX, which takes a different approach to tire wear and balance – and outperforms existing solutions.
Company Website: www.imiproducts.com
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