Customer Experience & Engagement Specialist

Elias Industries:

Elias Industries is a growing, family-owned company founded in 1954 by Joseph Elias. Elias

Industries continues to transform the service industry by creating value with our portfolio of

brands and a strong focus on customer satisfaction, quality and speed to market from wholesale

to end consumer. Elias Industries core brand Tapco® is an OEM distributor of over 90 brands for

the plumbing industry that focuses on wholesale, while our newest brand AMI supports our

non-OEM business with focus on independent plumbers and small businesses. We are a

workplace that recognizes the importance of flexibility while valuing in-person collaboration and

relationship building. We prioritize building a collaborative and supportive work atmosphere,

where every member feels valued and connected and committed to supporting the health and

safety of our employees and properties. We are conveniently located outside of Pittsburgh,

Pennsylvania with a satellite office in Marietta, Georgia.

About The Role:

Customer Experience & Engagement Position

In this role you are responsible for all aspects of the customer experience. You will drive

customer engagement and support, enhance service quality and maintain a customer-centric

culture.

This is an in-person, hourly position. This role is expected to work 20-30 hours per week. It is

critical to have some flexibility as this role covers vacations and days off. We anticipate a routine

4-5 hours per day for the most part but need an 8-hour coverage when time off is taken.

Requirements

Responsibilities & Duties

∙ Entering Sales Orders

∙ Entering Quotes

∙ Phone Calls

∙ RMA’s

∙ Status of Orders

∙ Mis-ship’s / Lost Packages / Shortages

∙ Providing tracking information

∙ Answers chats on Sales IQ

∙ Adding customers to the portal

∙ Engage with customers through live chat, Sales IQ, Chat Bot

∙ Keeping an organized yet satisfying experience for all customers

∙ Work cross functionally on special and ad hoc projects as requested

Experience Required:

∙2+ years in a customer service role

∙ Innate drive to improve customer experience

∙ Excellent communication and presentation skills, written and verbal, to all levels of an

organization

∙ Should be comfortable working in a KPI/target-oriented environment and ability to work

in a team

∙ Foster a positive and inclusive work environment that encourages teamwork, motivation

and professional growth

∙ High school diploma, alternative experience or bachelor’s degree preferred

Benefits

Details:

• Hours worked: 20-30
  

• Pay Rate: $18-20 Depending on experience
  

• Location: Pittsburgh, PA – New Kensington
  

• Position: In office, On-site, Part-time
  
• 90 day trial period before benefits kick in