Job Description
Customer Experience Specialist
Proof: Customer Experience Specialist
About The Role
We’re looking for an enthusiastic, professional, outgoing, problem solver who is customer friendly and a results-oriented individual. You’ll be primarily responsible for managing customer interactions to address questions, resolve problems and overall ensure the highest level of customer success. You’ll be a key team member on a small team working directly for the Director of Customer Experience, and will have a great opportunity for professional growth and independence. We are looking for someone who is eager to learn, and who understands the importance of making sure that every customer interaction ends with customer satisfaction. We seek someone who is willing to dive in, and not afraid to work independently. The ideal candidate will be a self-motivator, as we are working in a small, distributed team environment. You’ll be provided with clear guidance and expectations, as well as support throughout each day, but we are expecting you to hit the ground running and work as independently as possible to accomplish your clearly defined goals. With success, you’ll have an opportunity to become a leader within the organization as we grow.
Customer Experience Specialist Responsibilities:
- Assess needs of customers and individual users; creates a customized solution from standardized materials.
- Acquire and act strategically on knowledge of business objectives, goals, culture, decision-maker concerns, and market in order to deliver appropriate client-focused responses and solutions.
- Contribute to and execute strategic customer experience plans as defined by the Director of Customer Experience.
- Manage customer communications and ensure customer satisfaction goals are met or exceeded.
- Maintain customer retention in a manner that meets or exceeds agreed upon retention goals.
- Train, support and optimize clients and users via telephone and webinar.
- Collaborate within a team environment to meet established team/company goals.
- Clearly explain the vision of the company and our offerings in a variety of business settings (client site, local and national conferences – either virtually or when safely possible to attend in person).
- Perform responsibilities in a professional manner, meeting the company’s mission and goals.
- Perform other related duties to the position described herein.
- Your ideal qualifications…
- The Customer Experience Specialist must be outgoing, organized, detail-oriented, and possess rapid response follow-up and problem-solving skills to satisfy customer’s needs in a high-volume work environment.
- 2-4 years of experience in a customer service or customer facing role.
- Bachelor’s Degree in Business, Marketing, Communications or equivalent experience and +2 years prior Customer support/success/sales experience
- Ability to stay calm under pressure and professionally resolve difficult client situations.
- Proven ability to listen, determine requirements, and implement efficient solutions.
- Performance-driven, motivated with a focused attitude even while working independently.
- Excellent verbal and written communication skills: phone, video chat/IM, email, and in person.
- Manipulate and analyze system data for reports, trend identification, and issue resolutions. Knowledge and understanding of pivot tables is a bonus.
- Ability to identify opportunities/issues, propose solutions, and problem-solve between people, process, and technology.
- Creative and motivated: able to think strategically and successfully position solutions in a way that is relevant to the client.
- Strong organizational skills with emphasis on service detail and prompt follow up.
- Able to multitask in a fast-paced environment.
- Consulting or tech industry experience is strongly preferred.
- Legal industry experience preferred.
- Awareness of web and mobile app interface design and development preferred.
- Experience with customer support applications Intercom, Google App Tools, Slack, (Gmail, Sheets, Docs, etc).
Position Requirements
- Bachelor’s Degree in Business, Marketing, Communications or related field or prior Customer support/success/sales experience required.
- 2+ years’ proven track record of customer success
- Expert level attention to detail
- Results-driven, metrics-focused, strong sense of urgency
- Must demonstrate a strong customer-centric mindset.
- Expertise using Hubspot, Intercom, Slack, Google suite
- Excellent verbal and written communication skills.