Full Time Springfield, VA Exp: 3+ yrs

Customer Experience Lead

Working with NECS

New England Chimney Supply (NECS) is a leading manufacturing company specializing in chimney venting systems. With over 14 years of experience, we take pride in providing high-quality products and exceptional customer service to our clients. We are currently seeking a positive, self-motivated individual to join our Customer Experience team who reflects our core values and commitment to excellence.

 As a Customer Experience Lead at New England Chimney Supply, you will be the first point of contact for our customers. Your primary responsibilities will include assisting customers with inquiries, processing orders, and ensuring customer satisfaction. We are looking for someone with a positive attitude, strong communication skills, and a willingness to learn and grow within our team.

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Job Outline

Role & Responsibilities
  • Collaborate with the team to coordinate daily tasks and maintain consistent coverage.
  • Address customer inquiries via phone, email, and in-person with professionalism and empathy.
  • Manage incoming calls promptly and professionally, providing accurate information, resolving inquiries, and directing calls to the appropriate department or team member as needed.
  • Exhibit empathy and understanding in interactions with customers and team members, fostering a supportive and positive work environment.
  • Process orders, quotes, returns, and forms accurately and efficiently, ensuring timely delivery to meet deadlines.
  • Recognize and resolve customer challenges to prioritize and promote customer satisfaction.
  • Proactively learning about our range of manufactured and distributed products to assist customers with their parts list for custom jobs and suitable substitutions if necessary, and support customer experience team members with product-related questions.
  • Identify opportunities for process enhancements and lead initiatives to improve customer experience operations.
  • Work with Customer Experience Manager to develop, implement, and enforce procedures and long-term strategies.
  • Oversee team including but not limited to, procedure training, ensure procedures are being followed by team, quality control, proper staffing needs, reporting employee challenges to manager.
  • End of shift report to manager on what items were completed and advising of any incomplete tasks.
  • Other duties as assigned.
SKILLS
  • Positive attitude and willingness to learn and grow.
  • Strong verbal and written communication skills, with the ability to clearly convey information and instructions to both customers and team members.
  • Phone etiquette skills.
  • Excellent interpersonal skills and attention to detail.
  • Strong computer and typing skills.
  • Punctual and reliable, consistently arriving early and ready to start the day promptly at 7:30 am.
  • Able to take feedback and constructive criticism positively.
  • Comfortable working in a fast-paced environment with the ability to multitask.
  • Ability to provide training, mentorship, and constructive feedback to team members to foster their growth and improve excellence in service.
  • Demonstrates goal-setting abilities and a proactive attitude towards achieving personal and professional improvement.
  • Ability to follow procedures, guidelines, and policies with extreme precision.
  • Skilled at mediating conflicts within the team or between customers and staff, ensuring a positive outcome for all parties involved.
  • Ability to effectively manage and coordinate a team of customer experience representatives, ensuring that goals and deadlines are met.
  • Demonstrates strong decision-making skills in resolving complex customer issues and guiding the team through challenges
  • Ability to understand workflows and manage people to adjust the flow as needed.
Benefits
  • Health insurance
  • Dental insurance
  • 401(k)
  • Cumulative time off (CTO)
  • Paid holidays
  • Paid team events
Requirements
  • Minimum of three years of Customer Service experience.
  • Prior experience in a lead, supervisor or manager position.
  • Prior experience with Oracle NetSuite system preferred.
  • Bilingual abilities are a plus (English / Spanish).
Our passion at New England Chimney Supply is:

“To positively affect the lives of the people we come in contact with.”

We provide training and tools to help you become well-versed in our products and industry, enabling you to thrive in a fast-paced, multitasking environment.

If you are passionate about providing exceptional customer service and want to grow within a dynamic team, we encourage you to apply for this position. Join us at New England Chimney Supply and be part of our positive and supportive work environment!

Overview

  • Job Type: Full-time
  • Experience: 3+ years Customer Service
  • Location: In person, SPRINGFIELD, VA
  • Education: High school or equivalent
  • Schedule: Monday – Friday | 7:30 AM - 4:00 PM