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Carter Machinery Company, the authorized Caterpillar dealer serving Virginia, West Virginia, Maryland, Delaware, and Washington D.C., is hiring a Customer Communication Specialist in Salem, Virginia, at our corporate headquarters. The Customer Communication Specialist is responsible for enhancing customer service by optimizing Carter Machinery's unified communications (UC) and contact center (CC) systems across key customer touchpoints. This role involves defining and enabling integrated contact capabilities that promote efficient and effective customer communications, as well as providing daily support and oversight of UC and CC performance to business units.

Minimum Qualifications:

1. Minimum of five years' experience in customer service, marketing communications, or a related field.
2. Bachelor's degree in Marketing, Communications, or a related field (preferred).

Requirements:

• Working knowledge of industrial machinery and applications (helpful).
• Strong analytical and technical skills in managing Contact Center and Customer Service processes.
• Ability to interface with all management levels in a consultative manner.
• Excellent spoken and written communication skills.
• Experience with Avaya Workforce Engagement (AWE), Avaya Contact Recording Advanced (ACRA), Avaya Quality Monitoring (QM), Avaya Workforce Management (WFM), or similar systems.
• Ability to travel to Carter locations as needed.
• Commitment to promoting a positive customer experience.
• Upholding Carter's Core Values: Integrity, Commitment, Excellence, and Teamwork, by embracing The Carter Way.

Physical Requirements:

Ability to sit, talk, hear for prolonged periods, stand, walk, use hands for handling or feeling, and reach with hands and arms. Specific vision abilities include close vision, distance vision, and focus adjustment. Additional duties may be assigned as needed.

Benefits:

• Health, dental, and vision insurance.
• Paid time off.
• 401(k) with a $0.75 to $1.25 match up to 6%.
• Life and disability insurance.
• In-house training programs and tuition reimbursement.
• Employee referral bonus program.
• Discounts on cellular services, computers, tooling, and vehicles.

Carter Machinery Co., Inc. is an EEO/AA Employer. We encourage all qualified individuals, including minorities, females, veterans, and individuals with disabilities, to apply. Carter Machinery is a drug-free workplace.