Customer Experience Specialist in Plano

ASSA ABLOY Global Solutions is part of the ASSA ABLOY Group, the global leader in access solutions. We reimagine how people move through a safer, more open world with ease. Our expertise in customer journey mapping, innovation, and service design leads to the invention of new solutions that create value for our clients and exceptional experiences for their end users.

Your Role in Keeping the Future in Safe Hands… As a Customer Excellence Specialist, you will play a pivotal role in ensuring our customers have a seamless experience from onboarding through ongoing support. You’ll be the bridge between our customers and the company, addressing their needs, resolving issues, and providing timely solutions. This role combines remote support work with occasional construction site visits to enhance customer satisfaction.

Responsibilities:

• Customer Support: Respond to customer inquiries via phone, email, and live chat, providing timely and accurate assistance. Handle troubleshooting requests, product-related questions, and order inquiries. Document customer interactions, transactions, comments, and complaints.
• On-Site Visits: Conduct on-site visits to assist with customer onboarding, product installations, and training. Collaborate with cross-functional teams to ensure a smooth transition for new customers. Provide personalized support during face-to-face interactions.
• Remote Assistance: Assist customers remotely by troubleshooting technical issues, guiding them through product features, and addressing concerns. Use various communication channels (phone, email, chat) to provide exceptional service.
• Customer Relationship Management: Build strong relationships with customers, understanding their unique needs and challenges. Proactively identify opportunities to enhance customer satisfaction and loyalty. Escalate complex issues to the appropriate teams for resolution.
• Travel: Approximately 30% travel required for on-site visits, customer meetings, and training sessions. Plan travel logistics, including scheduling, accommodations, and transportation.

Technical Skills: You will have a minimum of 1 year’s business to business direct sales/customer service experience, be intelligent, well presented and confident. You will be likeable, able to quickly build rapport with new contacts, and be resilient and target driven. You will be a self-starter who is able to operate independently when needed. Technically, you will need to have a basic understanding of technical concepts including back-end systems, software integrations, and user experience flows, as well as experience selling and performing customer service for complex IT solutions including integrations with different platforms.

General Requirements: The Customer Excellence Specialist will be comfortable visiting construction sites and be required to perform other duties over and above core development responsibilities. This includes, but is not limited to: Basic product development assistance; Customer negotiation or assistance; Input into the strategic planning of the business; Other duties as requested by the management team.

Personal Attributes: Ability to work within a team environment. Evidence of this would be prior experience of having been part of a successful team. Good communication skills. Evidence of this would be successful publications, production of well written proposals/reports etc. A commitment to high quality products and services, and to high ethical standards. Evidence of this commitment would be the standards achieved in previous positions; Good time management skills. Evidence of this would be the ability to complete assigned tasks on time.

About Us: Featuring four times in Forbes’ most innovative companies worldwide, we deliver innovative, safe, and convenient security solutions that provide real added value to our customers. Our goal is to help billions of people experience a more open world. We’re proud to boast leading positions across Europe, North and South America, Asia, and Oceania, offering products and services to our customers seeking solutions to their entrance and opening requirements, such as locks, doors and entrance automation.