Support Team Specialist - AZ

Description

This position requires the ability to work in a high-volume support center while maintaining above standard service levels and a customer centric approach. This position is responsible for providing customers assistance in areas such as order taking, order tracking, customer complaints, incident reports, Web based follow-up and order placement, quoting and quote follow-ups. As a Support Team Specialist this position is will focus on maintaining and improving Pioneer’s industry leading customer experience.

• Customer Service
  • Provide top tier customer service in a fast-paced environment
  • Build upon Pioneer’s reputation for exceptional service by understanding the customer, making it easy, keeping them informed and keeping your promises
  • Maintain a customer first mentality, focusing on customer needs and customer satisfaction.
• Problem Resolution
  • Forward thinking with ability to provide solutions to customers
  • Ability calmly deescalate situational over the phone
  • Customer first mentality
• Business Management
  • Ability to track, follow-up, and provide reporting on daily leads, quotes, and sales orders
  • Provide support throughout the business by working with cross function teams to ensure the profitability and sustainability of the business.
  • Understand and adhere to business fundamentals such as margin control,

DESIRED COMPETENCIES

• Strategic Thinker - Develops strategies to achieve organizational goals. Understands company's direction, analyzes market and competition, demonstrates knowledge of customer needs, identifies external opportunities, and adapts strategy to changing conditions.
• Strong Communicator – Displays the ability to openly and effectively communicate with cross functional teams. Possesses strong interpersonal communication skills and ability to resolve conflict in a way that is beneficial to employee’s and stakeholders.
• Customer Centricity – Works with cross-functional teams to maintain a “Customer First” mindset to drive customer satisfaction. Continuously analyzing store processes in order to provide feedback to further improve the customer experience.

EDUCATION, EXPERIENCE & QUALIFICATIONS

• Proficient using Microsoft Office.
• Excellent written and verbal communication skills.
• Ability to multitask in a fast-paced environment with rapidly changing priorities.
• Strong Time management & organizational skills

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. 

• The employee is constantly required to use hands to operate a computer and keyboard, and other office equipment.
• On occasion, the employee is required to remain seated for extended periods of time, with frequent walking, standing, or bending and most of the time being out in the field visiting retail locations.
• The employee is required to have personal mobility, manual dexterity and physical reflexes, with or without reasonable accommodation, which permits the employee to access the general office environment, retail locations, quarries, and to operate a motor vehicle.
• The employee is constantly required to communicate in writing, in person, and over the phone.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception.
• The employee is frequently required to lift and/or move up to 50 pounds without assistance.
• Travel to attend retail locations, training, meetings and conferences

Benefits

We offer an extensive and competitive benefit plan for all our employees as we value their time and commitment to Pioneer. Our benefits include:

• Generous monthly bonus plan
• Medical
• Dental
• Vision
• Generous 401k match up to 4%
• Company paid Short Term Disability
• Company paid Life Insurance Plan
• HSA plan with a company match
• FSA plan
• Voluntary Life Insurance for Employee and Family
• Voluntary Long-Term Disability
• Critical Illness Coverage
• Paid Vacation Time
• Paid Sick Time
• Paid Holidays
• Flexible Schedules
• Robust Wellness Program