Client Experience Specialist Job at Agrian Inc.
Client Experience Specialist
TELUS Agriculture is a great place to work. You can see it in our team members. The diversity of the team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative technology solutions we offer.
Our team members include people like you - enthusiastic, innovative, passionate and energetic. We believe that you'll find our high-performance culture personally fulfilling, professionally challenging and financially rewarding.
Here’s the impact you will make and what we will accomplish together
The Agriculture Client Experience Specialist will serve on a team of individuals representing the virtual, customer-facing points-of-contact for the client and their customers. The Client Experience Specialist team extends stellar customer service on behalf of the client to ensure a positive experience.
Here’s how
- Gain a thorough understanding of the client’s business and program
- Receive inbound calls, emails and support tickets from the client’s field sales reps, retail and/or farmer customers
- Respond to all email communications and support tickets, as well as missed calls and voicemails within 24 hours
- Document all inbound and outbound communication for metric reporting to the client
- Handle heavy call volume periods with high service and great attention to detail
Identify opportunities for efficiency gains and additional support during low call
- volume periods
- Assist client and their customers with all matters relating to the program
- If further assistance is required, provide support to the customer with warm transfers to other departments within the client organization or customer follow up once further research is conducted
- If further research is required, provide the customer with an estimated timeframe for follow-up or communication
- Document and report system issues via a ticketing system for resolution with appropriate technical resources
- Build meaningful relationships with our client’s sales personnel and stakeholders
- Act as our client’s representative and advocate, ensuring delivery of accurate information, excellent service and resolving concerns in a timely manner
- Provide systems and programs related support to field personnel and client stakeholders
- Merchandise customer Voice of Customer (VOC) with TKXS Management to share with internal stakeholders and/or key client stakeholders
- Support in training new team members as needed
- Collaborate with staff management to prepare and ensure adherence to best practices
- Provide support through Quality Assurance (QA) testing of new system functionality
This position may be responsible for performing other duties not primarily related to the Client Experience Specialist duties. Work assigned may vary and include the following; data collection, data entry, data clean up, and/or other administrative and client support functions.
What you bring to this role:
- College degree, preferably in Agriculture and/or Business Management
- Experience in customer service handling high volume phone and email traffic (at least 90-95% of the day is spent on the phone and answering emails)
- Strong attention to detail and sense of urgency when following up with customers
- High professionalism and willingness to serve the customers’ needs
- Adept and comfortable using multiple web-based systems simultaneously
- Excellent interpersonal, written, verbal, and telephone communication skills; Fluency in English
- Capacity to work under tight timelines and in team-oriented environments
- Proven ability to adapt and thrive in a changing environment
- Proven ability to function well in a high-paced and at times stressful environment
- Proficient with Microsoft Office Suite or related software
- Must be able to work in the Charlotte or Raleigh office and the ability to work from home when necessary
Note: This position requires a 40-hour work week. Business hours depend on program needs and may change seasonally based on call / email / support ticket volume. During certain times of the year you may be asked to work a flexible shift to support workload.
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Who is TELUS Agriculture?
Our growing team of global experts are passionate about leveraging our world-class technology and innovation to tackle one of the most pressing social challenges of our time – ensuring a safe and sustainable food system.
We believe that by connecting the food value chain we can improve upon the economic, social and environmental sustainability of the food system. We offer an unmatched suite of innovative solutions and purpose built applications for every participant in the agriculture value chain, from seed manufacturers and farmers through to grocery stores and restaurants.
Our solutions are comprised of the latest technologies to enable all organizations in agri-business, agri-food, and consumer goods & retail: AFS Exceedra, Agrian, TKXS, Farm At Hand, Decisive Farming, Muddy Boots, AGIntegrated, and Feedlot Health Management Services.
Collectively, our talented team and integrated solutions uniquely positions us to transform collaboration within the industry at a global level and connect the food system to feed the future.
Everyone belongs at TELUS Agriculture. It doesn’t matter who you are, what you do or how you do it, at TELUS Agriculture, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.
Do you share our passion for enabling remarkable food outcomes?
At TELUS Agriculture, you create future friendly® possibilities.
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