Job Description

Liberty Elevator Corporation’s Customer Experience Associate / Account Manager Assistant will maintain a demeanor that sets the tone for all customer interactions. The role will need to effectively manage our client base to uncovering issues, recording data and processing the customer inquiry through completion. This essential role requires the ability to Speak Clearly, Listen Intently, Comprehend Completely & Communicate Professionally.

This core position will be seated at Liberty Elevator Corporation’s Paterson, NJ. Headquarters, located at 63 East 24th Street. The work schedule for this role will reflect the office’s operating hours of 7:45AM – 4:30PM, Monday-Friday.

The job description below describes the Primary Responsibilities but are not limited to this outline. 

Duties and Responsibilities:

Customer Experience Engagements

• Be second in line on the phone tree, responsible for answering overflow phone calls
• Listen to the caller’s request in order to determine proper resolution. 
• Open dialogue to uncover needs & determine best customer path. 
• Periodic pro-active engagements.
• Curtesy follow up.
• Customer exit interview.
• Assistance in task completion when Account Manager is unavailable.

Account Manger Assistance – (When Account Manager is unavailable)

• Formatting Maintenance & Repair proposals.
• Process Repair Approvals.
• Process Credit Memos.
• Process contract change orders.
• Customer requested reports.

Tasks

• Assist in follow up with open proposals.
• Request and document IUEC funding initiatives.
• Track and organize MOD & NI turnovers – warranty, pre & post maintenance.

Skills & Attributes:

Liberty Elevator Corporation’s expected skills to perform this role efficiently include the following: 

• Clear & professional communicator
• Computer literacy and familiarity with MS Office 
• Attention to detail & follow through
• Patience, Compassion, Empathy & Resilience 
• Ability to work to time constraints
• Ability to de-escalate upset callers

Next Level Service

As one of the top elevator companies in New Jersey, New York, Pennsylvania and Florida, Liberty Elevator understands that our customers have unique needs, and we offer our clients flexibility and the freedom to choose.

Liberty Elevator Corporation has been recognized as the Best Family-Owned Business in the elevator industry by Elevator World publications, as voted by customers and peers in both 2018 & again in 2021. Douglas J. Muttart, President, reflected on his family's long-standing reputation in the industry: "Liberty has sustained and grown despite uncertain economic times. This is due in part to the strong foundation we have built at Liberty and our dedicated team of employees. The Liberty crew shares the same ideals and work ethic with those embodied by my grandfather who founded this company 60 years ago. The commitment to quality and customer service has helped Liberty Elevator to sustain its focus through three generations."

Liberty Elevator Corporation offers competitive wages, benefits, an amazing working environment and the opportunity to be part of the "Best Family-Owned Business" in the elevator industry.

Please complete the online application & submit your resume to be considered.