The Customer Experience Coordinator is responsible for ensuring an exceptional customer experience through effective training of customer service agents, order management, and complaint tracking. This professional will directly handle the identification and resolution of issues to continuously improve processes and customer satisfaction. The hourly range for this role is $24- $30. Develop and implement training programs for customer service agents, focusing on effective service techniques and pr... more details
R10046930 Customer Experience Coordinator (Open)
Location:
Sacramento, CA (Regional Office) - Cust. installations
How will you CONTRIBUTE and GROW?
The Customer Experience Coordinator is responsible for ensuring an exceptional customer experience through effective training of customer service agents, order management, and complaint tracking. This professional will directly handle the identification and resolution of issues to continuously improve processes and customer satisfaction.
The hourly range for this role is $24- $30.
Develop and implement training programs for customer service agents, focusing on effective service techniques and problem resolution.
Periodically assess agent performance through call recordings and promote corrective and enhancement training as needed.
Perform sales support and customer service duties during high-demand periods and as needed for coverage, ensuring that the customer service level is not compromised.
Manage and reduce incorrectly implemented orders by identifying root causes of errors and working proactively to prevent recurrence.
Monitor and resolve issues related to billing errors and the necessary creation of credits.
Collect and analyze customer feedback from various sources to identify trends, recurring issues, and opportunities for improvement.
Prepare detailed reports on findings and recommend data-driven actions.
Responds to customer feedback and concerns, aiming at problem resolution and continuous improvement of customer satisfaction.
Assist in generating reports on Customer Effort Score for areas and region, providing insights for improvements.
Lead continuous improvement projects aimed at enhancing the customer experience, such as implementing new technologies or more efficient service processes.
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Are you a MATCH?
EDUCATION, KNOWLEDGE & EXPERIENCE:
B.A. / B.S. highly preferred
5+ years customer service or telesales experience required
1 - 3 years leading or training others required
1 - 3 years data collection, report generation, and analysis required
Proficiency in worksheets platform such as Excel or Google Sheets required
Knowledge of SAP a plus
Product knowledge of industrial gases, welding equipment and safety (PPE) products a plus.
Excellent customer service and responsiveness
Impeccable attention to detail
Problem solving & solution-oriented mindset
Driven to make a major impact on a very important, growing company initiative
Ability to deliver training effectively
Ability to prioritize and manage multiple tasks
Ability to maintain confidentiality of records
Ability to build a rapport amongst peers and customers
Must be an independent worker requiring limited supervision
Analytical skills to generate reports and analyze data
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Your differences enhance our performance
At Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability or any other protected characteristic. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.
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Equal Employment Opportunity Information
We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
Please click here to view the EEO Know Your Rights poster and here to view the Pay Transparency Nondiscrimination poster. Airgas, an Air Liquide Company invites any applicant and/or employee to review the Company’s written Affirmative Action Plan or Policy Statement. This plan or policy statement is available for inspection upon request.
Airgas, an Air Liquide Company and its group of companies does not discriminate against qualified applicants with disabilities and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us by email at us-accommodationrequest@airgas.com.
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