Customer Experience Representative

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Experience Representative

Full Time Clerical Phoenix, AZ, US

Make every customer interaction count

AtlasIED is a fun, fast-moving, and innovative place to work—and we have been proving it for over 50 years. What started as a small audio company has grown into the largest U.S.-based audio electronics manufacturer, powering everything from cutting-edge, AI-enabled safety and security systems to school sports venues.

Enjoy connecting with people and turning a challenge into a positive experience? We would love to meet you! Join AtlasIED in Phoenix as a Customer Experience Representative, where your problem-solving skills and personal attention can make a difference for customers every day.

As a key point of contact for customers and sales representatives, you will bring helpful answers and dependable follow-through to a high volume of calls, emails, and online tickets. From purchase orders and stock rotations to warranty claims and credit returns, you will guide requests from start to finish. You will work with colleagues to solve problems and help customers receive the support and quality repair or replacement products they need.

What you will do

• Turn requests into action. Enter customer sales orders received by email or electronic document interface, following current sales programs, pricing, and delivery requirements.
• Make returns easier to navigate. Process customer return requests received by email or online ticketing systems according to return authorization procedures and guidelines.
• Be a helpful voice customers can count on. Manage a high volume of inbound and outbound calls, emails, and tickets related to orders, warranty claims, and credit returns.
• Bring people together to solve problems. Collaborate with customers, MiTek partners, and independent sales representatives by phone, email, or in person to provide product and service information and resolve order, shipping, and product concerns.
• Keep promotions running smoothly. Administer promotional programs and assist with related customer inquiries.
• Capture the details that drive great service. Maintain accurate records of customer interactions, transactions, inquiries, complaints, comments, and actions taken, including documentation associated with archived purchase orders.
• Give special requests the attention they deserve. Address special orders and individual customer needs while following company policies.
• Meet busy moments with confidence. Stay composed under pressure, manage competing priorities, and take the extra steps needed to help customers reach a resolution.
• Keep the conversation moving. Respond to internal and external customers by phone or email and follow up on warranty service.
• Help the team perform at its best. Keep work instructions accurate and current.

Bring your skills to AtlasIED

Customer Experience Representative | Phoenix

How you will succeed

Bring your enthusiasm for helping people and these strengths:

• A customer-focused approach, clear spoken and written English, and professionalism when handling questions or concerns.
• Accuracy in data entry and recordkeeping, strong organization, and the ability to maintain documentation that is easy to follow.
• The ability to stay composed, prioritize effectively, and provide attentive service in a busy environment with high call and sales order volumes.
• Reliable attendance, a positive attitude, and teamwork built on responsibility, dependability, and accountability.
• Enthusiasm, creative problem-solving, flexibility, and initiative to recognize what needs to be done and take action.
• The ability to read and apply operating procedures and technical information, adapt to changing needs, and support MiTek's shared goals.

What you will need

• A high school diploma or General Education Degree (GED).
• At least one year of related call center experience, including inbound and outbound calls, prior sales experience in a call center environment is a plus.
• At least one year of experience with freight claims processes and reporting tasks.
• Prior data entry experience and the ability to type at least 40 words per minute.
• Intermediate proficiency with Word, Excel, AIM, and Outlook; a basic understanding of POS software; and the ability to learn MiTek's internal software programs.

Ready to make a difference

Enjoy helping customers and solving problems? We would love to hear from you!

This description outlines the essential functions and basic duties of the role. It is not an exhaustive list of responsibilities, skills, or requirements. Managers may assign additional duties and requirements as appropriate.