Customer Experience Associate

Overview

Why join us?

We're on a mission to empower people with disabilities to do what they once did or never thought possible. As the world-leader in assistive communication solutions, we empower our customers to express themselves, connect with the world, and live richer lives
.

At Tobii Dynavox, you can grow your career within a dynamic, global company that has a clear, impactful purpose — with the flexibility to also do what truly matters to you outside of work. You’ll be part of a work culture where collaboration is the norm and individuality is welcomed.

As a member of our team, you’ll have the power to make it happen. You’ll solve challenges, deliver solutions and develop new, efficient processes that make a direct impact on our customers  lives.

Job Summary

The Customer Experience Associate guides customers and TD Solutions Consultants through the pre-sale customer journey. The team member(s) occupying this role will interact with customers, TD Solutions Consultants and other internal teams through a variety of platforms including phone, email, chat and MS Teams. Success in this role will be dependent on the ability to understand and stay up to date on the TD product portfolio, market-level messaging and other TD supports that make up the TD eco-system.

The Customer Experience Associate must live in Pacific or Mountain time zones

Key Responsibilities

• Guide customers and North American TD Solutions Consultants to TD resources, ensuring internal and external customers have a consistent and positive pre-sale experience.
• Respond to customer inquiries and issues, via phone, chat, email and other platforms
• Adopt a customer-first, white glove mindset to proactively provide exceptional service
• Use web-based and digital information systems to identify, research, and resolve customers inquiries regarding invoices, orders, and processes
• Identify and implement improvements of internal and customer facing processes that enhance the customer journey and simplify external processes
• Document customer interactions within the TD CRM systems, including Salesforce, Zuora, and Dynamics 365 and ensure that customers receive proper follow up communication
• Stay apprised of new product information, and understand where to locate resources
• Assist TD Solutions Consultants, Boardmaker Account Managers and customers with product quotes
• Participate in process improvement projects as needed
• Customer support on simple technical issues and customer complaints
• Assist with the submission of quotes and vendor requirements to federally and/or state funded agencies
• Collaborate extensively with our Finance team to resolve issues of account duplication, refund requests, invoicing needs, check application and error correction
• Foster and sustain a high-quality, positive work atmosphere that supports team motivation and peak performance
• Perform various other duties as assigned

Minimum Qualifications

Education/Experience Requirements

• Associate degree or 2-4 years of inside sales or customer service
• Attention to detail with a commitment to achieving results through service excellence and high standards
• Excellent written and verbal communication skills
• Excellent problem resolution
• Bilingual applicants are encouraged

Computer or Technical Skills

• CRM (Salesforce) or Dynamics 365 experience preferred
• MS Office Suite (Outlook, Excel, Word, PowerPoint)
• Ability to work/train in multiple customer service management systems (Salesforce, Zuora, JIRA, Dynamics 365)

Communication Skills

• Clear, concise, and articulate written and spoken communication
• Strong interpersonal/rapport building skills
• Ability to communicate with all levels within the organization
• Ability to work cooperatively as a member of a team
• Demonstrated ability to discern issues and concerns of customers (internal and external)
• Ability to remain calm and focused while communicating in a fast-paced environment
• Problem-Solving
• Listening/Phone Skills

Other Skills/Knowledge Requirements

• Ability to stay organized
• Detail oriented
• Ability to multi-task

Work Environment

• Dedicated workspace free of distraction for focused work
• Private workspace due to HIPAA requirements and sensitive customer information
• Ability to multi-task…