Customer Experience Specialist (5067)

Broan leads the residential ventilation industry with forward-thinking products including range hoods, ventilation & bathroom fans, heater-fan-light combinations, fresh air systems, ERV/HRV systems, and accessories for all lines, along with award winning customer service. Our employees are innovative thinkers who have a passion for driving bold action, competing and winning as a team, and who actively support the communities in which we live and work. 85% of the households in America have a Broan product installed somewhere; come join the industry leader!

This is a hybrid role that would require commuting to our Hartford, WI headquarters multiple times a week. Work hours are Mon-Fri 8am-4:30pm.

Job Summary:

We are seeking an outgoing, organized, and friendly customer service agent to join our growing team and provide top-notch service. In this role, you will interact directly with our customers primarily by phone to answer questions, solve problems, provide education, process orders, and maintain our company's reputation for high-quality service.

Job Responsibilities:

• Field incoming customer requests via Phone, Email, Fax, and Letter.

• Resolve customer concerns by asking probing questions to determining their primary concern, selecting and explain the best solution and follow up to ensure resolution

• Recommend potential products by analyzing customer needs

• Obtain necessary information from customers to adequately follow up

• Document important customer information in AS400 and Salesforce

• Process inquiries regarding order placement, order changes, cancellations, adjustments, and credits

• Foster and maintain relationships with customers to continuously improve our retention rate

• Maintain updated knowledge of all company products to provide adequate education to customers

• Attend all required internal meetings as assigned

• Perform tasks and duties as assigned by management.

Job Requirements:

• High School Diploma or equivalent

• 1 + years of customer service experience in an office setting

• Excellent written and verbal communication skills

• Basic computer skills and excellent phone disposition

• Experience with CRM systems preferred

• Willingness to work independently or as part of a team

• Coachable; Adaptable; Team Player