Customer Experience Coordinator

Summary: Reporting to the Chief Financial Officer, the incumbent's primary responsibility is providing the leading customer experience on all Seneca Tank inbound communication by providing prompt, guided responses to customer inquiries. The incumbent is the voice of customer care and advocacy in the organization. Essential Job Functions: Promptly answer inbound calls and web communication Facilitate guided transfers of inbound calls Provide customer accurate, valid and complete information on customer inquiries Resolve moderate to complex customer issues regarding order status and payment questions Provide thorough, sequential, documentation of customer issues to appropriate team(s) All other duties as assigned Required Competencies: Champion the Seneca Tank core values Serve the customer above all else Do what you say you will do Understand the value of reputation Whatever you do, do it well Put in More Than You Take Out Attention to detail and active listening skills Passion for professional and timely customer service Advanced knowledge, or ability to master, Microsoft Teams Calling software Organizational understanding and collaboration Problem solving skills Ability to communicate effectively verbally and in writing Ability to read, write, speak, and understand English Basic knowledge of Microsoft Office Suite Ability to effectively manage multiple customer inquiries simultaneously Required Qualifications: High school diploma or equivalent Accountable For: Inbound call wait time Customer communication satisfaction Case resolution time All other duties as assigned Physical Demands: Must be able to physically perform medium work: exerting up to 50 lbs. of force occasionally, 20 lbs. of force frequently, and 10 lbs. of force constantly to move objects Visual requirements include clarity of vision at a distance of more than 20 inches and less than 20 feet without correction, color vision, depth perception and field of vision Must be able to perform the following physical activities: Climbing, balancing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing and repetitive motions Equipment & Software: Equipment: Office equipment, including telephone, computer, photocopier, and fax machine Software: MS Office - Teams, Word, Excel, Outlook, Powerpoint, internet browser, Acumatica and others Safety: Follow policies found in Seneca Tank's Safety Manual.