Diversified Services Network, Inc. (DSN) is seeking a full-time Customer Experience Specialist to join our team in Peoria, IL! We offer a HYBRID work model, full benefits, PTO, 401k, and more! If you're looking to grow your technical career within an extremely reputable, stable Fortune 500 company - let's talk!
JOB RESPONSIBILITIES:
- Responsible for monitoring overall performance of assigned digital products/applications and handling customer issues through resolution.
- Responsible for the Solar (Solar Turbines | Powering the Future), SDSO (Single Digital Support Option), Home and Outdoor Power Switchboard referrals via corporate contact center (employment, donations/sponsorships, dealer locations).
- Serve as an eCommerce workstream Product expert / Subject Matter Expert.
- Stay current with all digital products and applications associated with the respective workstream.
- Manage cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal for every interaction.
- Support to Tier 1 Supplier agents.
- Perform timely resolution and follow-up with customer and dealers.
- Report in all forms from customers, dealers, industry reps and subsidiaries.
- Perform basic triage, statistical analyses, basic testing and analysis of application failures, etc.
- Document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.
- Manage hand-ups/escalation paths in support of daily operations.
- Manage requests to the urgency defined by our service level agreements.
- Serve as the primary point of contact for Tier 1 for the lines of business the Digital /Prod Service Engineering supports.
- Support continuous improvement efforts.
- Create and update self-service and Tier 1 support knowledge articles for digital products and applications.
- Analyze and develop new customer service rep training or customer self-service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.
- Support Digital Product training for CSRs.
- Support the development and maintenance of Business Rules.
- Validate and create process maps.
- Provide input to digital product and application support teams.
- Conduct occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.
EDUCATION & EXPERIENCE REQUIRED:
- Bachelor's degree with 2 years' experience in product service support, application support, or equivalent support work.
- Technical certification and/or equivalent experience.
REQUIRED SKILLS:
- Experience with the use of Salesforce, specifically for Customer Relationship Management.
- Experience in Contact Center Operations, specifically related to customer experience and/or customer support.
- Vendor Management experience.
SOFT SKILLS REQUIRED:
- Strong planning and communication skills.
- Strong critical thinking/problem solving skills.
- Excellent customer service mentality.
- Strong attention to detail.
- Initiative and/or independent problem solving.
- Interpersonal skills to deal with sensitive, emotional or potentially controversial situations.
- Ability to influence behavior change in people (including customers, suppliers, other employees, dealers, etc.) and/or obtain the cooperation and commitment of others as needed.
Benefits:
- 401(k)
- Dental insurance
- Vision Insurance
- Disability insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Paid Holidays
Please follow the link to our website for a list of job openings in Engineering, IT, Project Management, and more!