We are hiring a Customer Experience Sr. Specialist to join our Customer Experience team!

DISCOVER

Are you a highly analytical, data-driven professional interested in advancing our customer experience function? As a Customer Experience Sr. Specialist, you will handle critical customer complaints, ensuring exceptional service and satisfaction for our clients on the specialty retail side of the business. Your responsibilities will include resolving complex issues, managing sensitive conversations involving Limited Warranty contracts and legal resolutions, and providing exceptional customer service to both business and end consumer customers.

YOUR RIPPLE EFFECT

Are you passionate about driving customer satisfaction? You will resolve complex end consumer complaints via call and email, including BBB complaints, applying strong negotiation and conflict resolution techniques. You will also assist with documentation and resolution of other critical issues, including product insurance claims and legal cases, by researching and compiling case history, developing recommendations, and collaborating with management regarding direction.Are you savvy with technology? You will maintain case records within CRM, document work instructions, and historical product tribal knowledge to enable the transfer of that knowledge base to build the bench strength of internal teams. Proficiency in Salesforce Service Cloud CRM and MS Office suite is essential.Can you problem solve? You will analyze data within generated reports and customer feedback to facilitate process and product improvements. Your role will involve collaborating cross-functionally to problem-solve unique and complicated issues, collecting data insights for Customer Experience improvements, and documenting clear and concise directions for both internal and external needs.Are you a strong leader? You will assist in the call queue as needed to maintain service levels and response times while maintaining expertise as an SME through ongoing product knowledge training. You will lead by example, possessing excellent problem-solving, negotiation, time management, and customer service skills.

WHAT YOU BRING

Bachelor’s degree and 5-7 years’ related experience in a contact center environment with customer support and escalation resolution preferred; or equivalent combination of education and experience.Proven ability to use effective de-escalating techniques and negotiation skills.Must be organized and meticulous with proficiency in Salesforce Service Cloud CRM and MS Office suite.Self-motivated, enthusiastic, have a positive attitude, able to perform as a team player, and able to present information to a group of co-workers, supervisors, managers, or higher-level executives.Strong verbal and written communication skills.Bilingual English and Spanish speaking preferred.

WHAT YOU’LL GET

At Watkins Wellness, we believe that everyone should ‘Feel good. Live well’. We offer employees the opportunity to join a dynamic, growing industry leader with an outstanding and well-deserved reputation for leadership and commitment to our employees, customers, and community. Our employees are eligible to receive exceptional health and wellness benefits, paid time off, company bonus, profit sharing, 401k match, education assistance, and much more. We are proud of the people we are and the products we make — products that make a difference to the health and well-being of others. We look for candidates that exhibit The Watkins Way (always Ethical, endeavors to be Transparent, embraces Inclusion, welcomes Diverse backgrounds and perspectives, Accommodating, believes in Work-Life Balance, puts Safety First, Accountable, values Relationships, Passionate, Team Player, and Goal Driven).

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit and work with computer equipment. The employee is occasionally required to stand, walk; and use hands to finger, handle or feel objects.

The employee must frequently lift and move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, and depth perception.

The noise level in the work environment is usually quiet.

Hiring Range: $24.71 - $38.81.

Many factors affect actual compensation including but not limited to experience, education, skills, and geographic location

Company: Watkins Manufacturing

Shift 1 (United States of America)Full time

Hiring Range: $24.71 - $38.82

Actual compensation may vary based on various factors including experience, education, geographic location, and/or skills.

Watkins (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Watkins is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish
E-Verify Right to Work Poster: English & Spanish