Customer Experience Specialist at Q River, Inc. dba Abbyson Home – Calabasas, California

Position: Customer Experience Specialist

Location: Calabasas, CA – Hybrid

FLSA Classification: Non-Exempt, Full-Time

Required Travel: N/A

Description

This position is responsible for maintaining effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of company products and programs as well as leveraging other team members within the Customer Experience Department. This position reports to the Manager of Customer Experience.

Core Responsibilities

• Cross-Functional Communication and Collaboration
• Resolve Customer Escalations
• Track and Monitor Customer Orders through CRM
• Become knowledgeable in all lines of Abbyson Product

Essential Functions

• Oversees customer issues and ensure effective and long-term problem resolution.
• Answering product and service questions; suggesting information about other products and services.
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
• Resolving escalated customer complaints or disputes.
• Maintains in-depth working knowledge of the Companies systems and processes.
• Provides feedback to the company regarding service failures or customer concerns.
• Provides feedback to Order Fulfillment team to ensure all customers have accurate and timely information on order status and/or changes.
• Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.
• Responds to customer inquiries and problem solving in a professional and effective fashion.
• Acts as a resource in resolving customer issues brought to the Department by utilizing excellent process knowledge and strong skills in negotiating and selling.

Desired Qualifications

• Bachelor’s degree in Communications, Psychology or related area preferred.
• Wholesale/consumer goods industry preferred.
• Ability to communicate professionally, both verbally and written correspondence.
• Strong interpersonal skills.
• Excellent organizational and planning skills.
• Ability to work independently and problem solve.
• Must have the ability to multi-task and work in a fast-paced environment.
• Professional phone manner and ability to work independently.
• Ability to handle pressure in a fast-paced environment and provide top quality care to our Customer’s satisfaction.
• This position may require overtime including but not limited to holidays and/or weekends as the business needs change.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Q River, Inc. dba Abbyson Home provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Q River, Inc. dba Abbyson Home complies with applicable state and local laws governing non-discrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.