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Customer Response Coordinator

Company: KSB, Inc.
Location: Richmond
Posted on: February 16, 2020

Job Description:

Position Summary--KSB, Inc. is looking for a well-organized professional that thrives in a customer-focused, fast-paced environment. This position serves as the general liaison for telephone and email interface between our company and its current and potential customers, with the objective of improving and keeping responsiveness and associated customer satisfaction at the highest of levels, such that it is recognized as a key competitive competence of KSB, Inc.--The successful candidate will be able to effectively multitask and works well under pressure, while maintaining a polite, professional, and detail-oriented efficiency that promotes a positive experience for the customer.ResponsibilitiesHandles large volumes of inbound and outbound telephone and email inquiries, in a timely manner.Follows a defined process when handling responsibilities and obtaining necessary information for inquiry dissemination and resolution.Identifies inquirers' needs, clarifying information for appropriate disposition and issue conveyance.As may be necessary, strives to diffuse tense situations and incidents of angry/difficult inquirers.Stays abreast of company offerings (products and services) and personnel reporting assignments.Manages routing facilitation and communications for resolution of customer inquiries/complaints.Maintains thorough, accurate, and up-to-date records of communications in KSB, Inc. call center database, for status tracking, follow-up, responsiveness and resolution assessment.Monitors internal resource responsiveness and escalates issues to appropriate supervisor/manager.Documents all inquiries according to operating procedure for call center database, from initiation, through resolution/closure.Recognizes, documents, and alerts management of trends in customer inquiries.Continually strives to foster strong professional relationships with customers and internal colleagues.Serves as primary KSB, Inc. switchboard resource for general incoming calls to the site.?Knowledge, Skills& AbilitiesPrior experience in customer support roleCan consistently exhibit professional phone, verbal, and written communication skills.Must ask probing questions to secure relevant information on incoming inquiries and practice active listening.Will be able to maintain customer focus and adaptability to different personality types.Is well-organized with the ability to multi-task, set and manage priorities, and effectively utilize time.Is responsible for obtaining and maintaining a knowledge of company products and service offerings.Has a background and proficiency with computers, especially CRM software data entry and management.Well-developed cognitive skills.Will exercise a high attention to detail in record-keeping and information conveyance.Is resilient and exhibits the proper perspective, demeanor, and tolerance level in stressful situation.Education / Experience:Minimum of high school diploma or equivalent (GED), required. Customer Service or Call Center experience preferred. Interested candidates should submit an updated resume and salary requirements to jamie.lund@ksb.com or contact Human Resources at 804-222-1818.--EOE/M/F/D/V------------------Drug Free Environment

Keywords: KSB, Inc., Richmond , Customer Response Coordinator, Other , Richmond, Virginia

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