Customer Care Representative processing calls and managing service tasks for Crown Equipment Corporation. Dispatching technicians and handling service billing in a fast - paced environment.
About the role
- Customer Experience Support Specialist supporting feedback management platforms and enhancing customer experiences at Perry Homes. Engaging with stakeholders to gather insights and optimize survey performance across projects.
Responsibilities
- **What You’ll Do**
- Perform administrative tasks to include, but not limited to, coordinating and maintaining the feedback management/survey platform (e.g. notification lists, net new requests, preparation and distribution of survey invitations), routine reporting of survey related KPIs, and other duties as assigned (e.g. Medallia, Qualtrics, QuestionPro).
- Optimize performance of surveys, including setting up, maintaining and monitoring recipient list files and data integration.
- Update and improve survey performance, including items related to the data fields, response accuracy, response rate and invitation delivery.
- Assist in supporting and troubleshooting for listing management platforms, to include, but not limited to, acting as a liaison between Perry Homes and vendor(s), assisting with data collection, documentation, maintenance, creation, and monitoring of listings (e.g. Google Business Profile, Birdeye, and Apple Business Connect).
- Assist in managing user accounts and platform infrastructure, including creating new user accounts, changing permissions, deleting accounts and training new users on customer experience platforms.
- Analyze root cause of issues related to survey programs and other customer experience solutions and quickly drive changes as needed in conjunction with key stakeholders.
- Partner with IT & Operations for data integration, including monitoring for accuracy, consistency and quality on customer experience platforms.
- Provide tier 1 support for troubleshooting customer experience related issues and queries.
Requirements
- **What We’re Looking For**
- Bachelor’s Degree in Marketing, Data Analytics, Business Administration, or related field preferred.
- Previous customer experience or consumer insights related role within a marketing, consulting or research function desired
- Experience working with a survey programming/feedback management platform and other customer experience related tools highly desired.
- Strong work ethic and the ability to work with little direction.
- Ability to effectively collaborate, partner, build relationships, empathize, influence, and persuade across the organization.
Benefits
- **Why You Will Love Working Here**
- Competitive compensation and benefits package:
- Medical, dental, vision coverage
- Financial Planning
- Time Off & Life Balance
- Family & Lifestyle
- Opportunities for growth and development
- Culture that is collaborative, inclusive, fast-paced, people-first
- Stable company with strong reputation in the market
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Customer Care Rep responsible for processing calls and dispatching technicians. Supporting record maintenance and interdepartmental collaboration for Crown Equipment Corporation's customer care operations.
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