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 focus on what 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, solve challenges, deliver solutions, and develop new, efficient processes that directly impact our customers’ lives.

The Customer Experience Associate guides customers and TD Solutions Consultants through the pre-sale customer journey. The role involves interacting with customers, TD Solutions Consultants and other internal teams via phone, email, chat, and MS Teams. Success depends on understanding and staying up to date on the TD product portfolio, market-level messaging, and other TD supports that make up the TD ecosystem.

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

• Guide customers and North American TD Solutions Consultants to TD resources, ensuring a consistent and positive pre-sale experience for internal and external customers.
• 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 customer 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 TD CRM systems (Salesforce, Zuora, Dynamics 365) and ensure 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.
• Provide customer support on simple technical issues and handle customer complaints.
• Assist with submission of quotes and vendor requirements to federally and/or state-funded agencies.
• Collaborate with the Finance team to resolve issues of account duplication, refund requests, invoicing needs, check applications 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.

• 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

• 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)

• 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 in a fast-paced environment
• Problem-solving
• Listening/Phone skills

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

• Dedicated workspace free of distraction for focused work
• Private workspace due to HIPAA requirements and sensitive customer information
• Ability to multi-task and manage interruptions
• Ability to communicate in different settings and with a variety of communication partners
• Travel may be required on occasion (1-2 times per year)

Compensation: We are able to pay this position at $20 per hour
.

Apply today!

We believe in empowering individuals — including our own employees — to reach their full potential. If you want to change lives while growing your own career, we’d love to hear from you.

Equality and diversity
We believe diversity not only enriches our workplace culture but also gives us a strategic advantage. Tobii Dynavox values equality of opportunity, human dignity, and diversity. Tobii Dynavox does not discriminate against individuals on the basis of race, color, sex, sexual orientation, gender identity, religion, disability, age, veteran status, ancestry, or national or ethnic origin. Equal Opportunity Employer/AA Women/Minorities/Veterans/Disabled