Job Summary

The Customer Experience Coordinator is responsible for providing a professional approach and creating excellent customer experiences when handling all customer inquiries regarding small equipment repair. This role requires a high level of autonomy due to the nature of triaging branch or customer requests for technical repair and repair estimation.

Essential Functions

• Addresses inquiries and concerns with customers through inbound and outbound calls

• Responds efficiently and accurately to callers, explaining possible solutions, and ensuring that customers feel supported and valued

• Coordinates with vendors or branch locations to quickly resolve any customer questions

• Partners with repair specialists to create estimates for repairs and responds to customers with appropriate timeline and additional relevant information

• Engaging in active listening with callers, confirming or clarifying information, and diffusing situations, as needed

• Verify repair information with repair specialists or technicians for proper documentation

Repair Coordination:

• Provides customer quote for repair

• Enter data from customer paperwork into system for tracking and billing

• Create emails, fax cover sheets, and estimates

• Utilize company programs to answer inquiries from customers

• Complete shipping forms and return documents

• Create daily invoicing

• Responds promptly to customers in 24 hours or less after first contact and provides estimates to customers in 24-48 hours after items have been received

Additional functions

• In addition to the essential functions listed above, the incumbent may perform the following additional functions.

• Perform additional duties as assigned

Required Qualifications

• High school diploma or equivalent required

• Must have a mechanical aptitude

• Expresses strong customer service orientation or related dispatching experience through excellent written and verbal/phone communication skills, with a two-year minimum experience in customer service environment

• Exhibits strong organizational and multi-tasking skills, demonstrates sound judgment and excellent decision-making abilities, while showing a great attention to detail

• Ability to read and understand assembly drawing and instructions

• Uses technology with efficiency and possesses basic computer skills, including knowledge in Microsoft 365 business suite

• Ability to positively contribute to the team environment by taking initiative to learn and improve upon skillsets

• Outstanding troubleshooting and problem-solving skills

• Ability to multi-task in a fast-paced environment

Preferred Qualifications

• Associates degree or equivalent technical training

• Previous dental repair dispatch or repair knowledge

Working Conditions

Physical Demands

• Must be able to remain in a stationary position 60 percent of the time

• Should be able to type a minimum of 40 words per minute

• Must be able to lift 10-20 pounds and carry it 100 feet

Environmental Factors

• This position is in an office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building.

• The building’s primary work areas consist of desks, chairs, computers and other office equipment and devices for professional services

• This position has a light potential for exposure to bloodborne pathogens