Supports the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience.
Assists with research, collection, database administration, and analysis of customer data and feedback. Coordinates with cross-functional teams to support end-to-end customer experience goals, programs, and practices across the organization. Performs scheduling, document preparation, resource coordination, and other administrative duties for customer experience projects.
| Job Title | Job Description | |
|---|---|---|
| 1 | Rental Equipment Customer Support Coordinator | The Rental Equipment Customer Support Coordinator requires a high school diploma or its equivalent. Determine equipment, price, develop contract, and arrange transportation based on customers needs on a walk-in or call-in basis. Being a Rental Equipment Customer Support Coordinator typically reports to a supervisor or manager. Working as a Rental Equipment Customer Support Coordinator typically requires 1-3 years of related experience. May be entry level if some experience in the skill. Gains or has attained full proficiency in a specific area of discipline. Works under moderate supervision. |
| 2 | Parts Exchange Clerk | The Parts Exchange Clerk monitors all backorders and communicates and provides technical assistance to parts sales, customers, and branches. Identifies, inspects, coordinates, and processes parts to be exchanged. Being a Parts Exchange Clerk typically reports to a supervisor or manager. Requires a high school diploma or its equivalent. Working as a Parts Exchange Clerk typically requires 1-3 years of related experience. May be entry level if some experience in the skill. Gains or has attained full proficiency in a specific area of discipline. Works under moderate supervision. |
| 3 | Parts Inventory Clerk | The Parts Inventory Clerk assists in preparing working inventory reports. Expedites, analyzes, and orders replenishment parts. Being a Parts Inventory Clerk typically reports to a supervisor or manager. Requires a high school diploma or its equivalent. Working as a Parts Inventory Clerk typically requires 1-3 years of related experience. May be entry level if some experience in the skill. Gains or has attained full proficiency in a specific area of discipline. Works under moderate supervision. |
| 4 | Customer Care Executive | The Customer Care Executive is responsible for the overall satisfaction of customers. Plans and directs all aspects of an organization's customer service policies, objectives, and initiatives. Being a Customer Care Executive typically reports to top management. May require an advanced degree. The Customer Care Executive manages a departmental function within a broader corporate function. Develops major goals to support broad functional objectives. Approves policies developed within various sub-functions and departments. Comprehensive knowledge of the overall departmental function. Working as a Customer Care Executive typically requires 8+ years of managerial experience. |
| 5 | Top Customer Success Executive | The Top Customer Success Executive develops strategies and processes that deliver consistent customer satisfaction from onboarding through all phases of the customer lifecycle. Leads the customer success function with a vision and strategy to provide customers with a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services and drive sales and increased revenue. Being a Top Customer Success Executive builds team capabilities and capacity. Designs data collection and feedback mechanisms to identify and understand customer needs, assess customer health and aid the development programs and policies. In addition, Top Customer Success Executive establishes collaborative relationships with sales, product development, and other customer facing functions. Requires a bachelor's degree or equivalent. Typically reports to top management. The Top Customer Success Executive manages a business unit, division, or corporate function with major organizational impact. Establishes overall direction and strategic initiatives for the given major function or line of business. Has acquired the business acumen and leadership experience to become a top function or division head. |
| Skills | Proficiency Level |
|---|---|
| Gathering Information | Level 2 |
| Industry Knowledge | Level 2 |
| Innovation | Level 2 |