Customer Experience Specialist

For over 100 years, Maguire has been an industry leader in the fabrication, construction, and maintenance of water storage tanks and elevated water towers. The Customer Experience Specialist will deliver superior service to all customers. This position will own all customer issues until solved. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that all departments meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company. They are also responsible for ensuring all customer interactions are documented.

Essential Functions:

• Develop a thorough understanding of Maguire’s products and services.
• Provide professional and customer friendly delivery of service to internal and external customers.
• Create a connection and develop a rapport with customers to provide outstanding, personalized service.
• Assist customers with inquiries and/or problem resolution in a professional and composed manner.
• Help develop and follow established policies, procedures and guidelines to protect both the customer and the company.
• Track and analyze customer encounters to identify errors, inconsistences and possible areas of improvement.
• Understand the needs, motivations and emotions of customers. 
• Aid the company improve processes and interactions to create a positive customer experience.
• Use in-depth knowledge of Maguire’s existing customer base to help other departments develop new products, marketing plans and engagement strategies.
• Document all account activities within the system of record

The above statements are intended to describe the general nature and level of work being performed and not an exhaustive list of all responsibilities, duties, and skills required of team members. May perform other duties as assigned.      

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associate or bachelor's Degree: Business, Communications, Employee Relations or equivalent field preferred.
• Equivalent combination of education and/or experience may be substituted in lieu of degree.
• Passionate about having direct contact with customers and customer-facing teams.
• Previous hands-on experience with marketing tools preferred.
• Fast learner who can think on the spot and take initiative to solve problems.
• Effective written and oral communication skills.
• Strong computer skills.
• Ability to meet deadlines and be able to work independently.
• Strong listening skills.
• Ability to put yourself in the customer’s shoes and see things from their perspective.
• Work cohesively with multiple teams, team members and departments for the good of the customer.
• Embrace change as company processes, strategies and technologies evolve.

The ideal candidate must have a working knowledge of all job-specific operating procedures, be extremely quality conscious and detail-oriented, accept responsibility and accountability for own actions, can work independently with minimal supervision, be able to build solid relationships with internal and external customers, be dependable and trustworthy, and have advanced computer skills.

Work Environment:

• Majority of time is spent in an office environment outside of the fabrication shop.
• Frequently required to sit, squat, talk and hear. 
• Constantly required to use hands and fingers to feel, handle or operate objects, tools or controls; and reach with hands and arms. 
• Adhere to Maguire Iron’s PPE Policy and Safety Programs.
• Occasionally lift and/or move up to 50 pounds.
• Specific vision abilities. Requires close vision, distance vision, peripheral vision, color vision and the ability to adjust focus.
• Able to work at a sustained pace and produce quality work.

At Maguire, we believe in protecting and storing quality water. We do this by being the best water tank company for our customers and employees.

Maguire is an Equal Opportunity Employer (EOE). Maguire complies with all applicable federal, state and local laws regarding hiring and employment. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.