Customer Experience Technician - Level 1

Purpose

The Customer Experience Team is an extremely important part of developing and maintaining ongoing customer relationships. The daily focus is to deliver exceptional service and training in a timely fashion to both internal and external customers while maintaining a high level of quality. 

Customer Experience Tech, Level I: 

• Interacts with customers on behalf of POLARIS and its Private Label Partners  
• Prerequisite for all other positions within the Customer Experience team, and functions as a basis for growth opportunities outside of the department
• Demonstrates our 4P’s - Promptness, Politeness, Professionalism and Personalization

Essential Functions

• Manages customer experience – new user HORIZON access and permissions, account features and functions, training and customer feedback 
• Establishes new users, accounts and equipment
• Processes equipment and sample inquiries – research and tracking  
• Places and tracks product orders
• Trouble shoots technical problems and works to finds new solutions
• Documents customer complaints for root cause analysis and process improvements
• Shares responsibilities with team members for tracking and reporting department metrics such as response time, call time, etc 
• Participation and documentation in the Continuous Improvement process
• Participation and documentation in maintaining and enhancing the customer’s experience with POLARIS products, systems, and features
• Interacts with both internal and external customers regarding accounts, testing and program functionality
• Applicable skills
  1. Interpersonal skills
  2. High level of professionalism
  3. Positive attitude 
  4. Friendliness
  5. Calm under pressure
  6. Ability to handle stress
  7. Excellent verbal and communication skills
  8. Organized
  9. Efficient
  10. Good problem-solving skills
  11. Data entry proficiency
  12. Good computer skills (Microsoft Office Suite, specifically Outlook, Excel, and Word, as well as internet platform familiarity)
  13. Multi-tasking
  14. Ability to learn other software systems relatively easily
  15. Analytical skills
  16. Good writing skills (email etiquette)
  17. Team player
  18. Empathy
  19. Confidentiality

Preferred Qualifications      

• Use of personal protective equipment (PPE), as required
• Self-starter with the ability to work with minimal supervision
• High School Diploma or equivalent
• Minimum 2 years technical customer support experience
• Prior administrative /office experience a plus
• Prior knowledge of process improvements a plus
• Prior knowledge of Lean philosophy a plus

Other Duties

• Knowledge of and adherence to documented policies and procedures
• Provides coverage for Customer Experience Admin duties, when appropriate
• Additional duties as assigned by management

Safety Requirements

• OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. At POLARIS Laboratories, when going through the Laboratory it is required that you wear eye protection
• Team members will be trained in the proper use and care of assigned PPE.  POLARIS Laboratories provides the required PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager
• To ensure safety throughout the facility, all employees are required to maintain up to date HAZMAT, OSHA, RCRA, and General Laboratory Safety training as defined within the POLARIS Quality System