Customer and Employee Care Liaison
Cisco Air Systems (a DXP Company) Sacramento, CA
Pay Range based on experience: $22-$28
Join a Team That Creates Exceptional Experiences
At Cisco Air Systems, we believe outstanding customer service and employee engagement are essential to our success. Since 1973, we have built our reputation on technical expertise, responsive service, and long-lasting relationships with our customers and employees. As the largest air compressor distributor in the region and one of the largest Ingersoll Rand distributors in the United States, we are committed to creating positive experiences both inside and outside our organization.
We are seeking a Customer and Employee Care Liaison to help strengthen customer relationships, enhance the customer experience, and support employee recognition and engagement initiatives. If you enjoy building relationships, creating positive experiences, and making a meaningful impact on both customers and employees, we invite you to join our team.
Position Summary
The Customer and Employee Care Liaison serves as a key connection between Cisco Air Systems, its customers, and its employees. This role is primarily focused on customer care and customer satisfaction through proactive follow-up, relationship building, service communication, and customer feedback initiatives. In addition, the position supports employee engagement efforts by coordinating employee recognition programs, milestone celebrations, onboarding support, and company events.
Approximately 75% of this role is focused on customer care activities, with the remaining time dedicated to employee engagement and Employee Development Department support.
Key Responsibilities
Responsibilities include, but are not limited to:
Customer Relations & Support
- Serve as the primary point of contact for customers following scheduled maintenance and service activities.
- Conduct customer follow-up calls to ensure satisfaction with services provided.
- Build and maintain positive customer relationships that support customer retention and loyalty.
- Respond professionally and promptly to customer inquiries via phone and email.
- Communicate service updates, work order status, lead times, and other service-related information.
- Coordinate with the Sales, Service, and Support teams to ensure customer concerns are addressed promptly.
- Escalate urgent customer issues to the appropriate department and assist with follow-through to resolution.
- Monitor open work orders and customer requests to support timely completion and customer satisfaction.
- Collect, document, and report customer feedback to identify trends and opportunities for improvement.
- Share positive customer testimonials and recognition with employees and leadership teams.
- Generate reports related to customer satisfaction, service activity trends, and customer experience metrics.
- Participate in continuous improvement initiatives focused on enhancing customer communication and service delivery.
Employee Care & Engagement
- Coordinate monthly employee birthday and work anniversary recognition announcements.
- Celebrate employee achievements, technician patch completions, certifications, and milestone accomplishments.
- Share customer praise and positive feedback to recognize outstanding employee performance.
- Assist in maintaining employee recognition programs and engagement initiatives.
- Support employee appreciation activities that promote a positive workplace culture.
- Partner with the Employee Development Manager to enhance employee engagement and recognition efforts.
- Assist with new hire welcome activities and onboarding support.
Employee Development Support
- Serve as a backup to Employee Development Administrators as needed.
- Support departmental projects and initiatives designed to improve operational effectiveness and employee development.
- Maintain accurate records and documentation related to departmental activities.
Event Coordination
- Assist in the planning, coordination, and execution of employee and company events.
- Coordinate event logistics, communications, supplies, catering, and setup activities.
- Support training events, employee engagement activities, company celebrations, and special programs.
- Help create positive and memorable employee experiences through well-organized events and recognition activities.
Administrative Support
- Maintain accurate customer outreach and employee engagement records.
- Prepare reports, announcements, and departmental communications.
- Support general administrative functions within the Employee Development Department.
- Assist with special projects and perform other duties as assigned.
Qualifications
- High school diploma or equivalent required.
- Previous experience in customer service, customer relations, administration, employee engagement, or a related role preferred.
- Excellent verbal and written communication skills.
- Strong interpersonal and relationship-building abilities.
- Exceptional organizational skills with the ability to manage multiple priorities.
- Proficiency with Microsoft Office Suite, Outlook, Teams, and other business software.
- Strong attention to detail and follow-through.
- Ability to maintain professionalism and confidentiality.
- Positive attitude with a commitment to outstanding customer service.
What Makes You Successful in This Role?
- You genuinely enjoy helping customers and creating positive experiences.
- You are highly organized and can manage multiple priorities effectively.
- You communicate professionally and confidently with customers, employees, and leadership.
- You take initiative and follow through on commitments.
- You enjoy recognizing employee accomplishments and helping build a strong company culture.
- You thrive in a collaborative team environment.
Benefits
Cisco Air Systems offers a comprehensive benefits package, including
- Medical, Dental, and Vision Insurance
- Flexible Spending Accounts
- 401(k) with Company Match
- Paid Vacation and Holidays
- Life and Disability Insurance
- Costco Membership
- Quarterly Bonus Opportunities
- Employee Development and Growth Opportunities
- And More!
Why Cisco Air Systems?
At Cisco Air Systems, we foster a supportive, goal-oriented culture where employees are valued, respected, and encouraged to grow professionally. We are committed to delivering exceptional service to our customers while creating an engaging and rewarding workplace for our employees. Join a team where your contributions make a difference every day.
Pay: $22.00 - $28.00 per hour
Benefits:
- 401(k)
- 401(k) 4% Match
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
