Job description

We are looking for a dedicated and enthusiastic Customer Experience (CX) Specialist to join our CX team. Our CX Specialist will provide potential and existing customers with exceptional customer service along with CX support to our employees. They will identify customer needs, respond to customer inquiries, and collaborate with all departments to optimize the customer experience.

Daily Tasks:

• Play a critical part of our client facing team. We are looking for individuals who are excited to ensure customers are as happy as possible with our products and services
• Build and cultivate deep, trusted, and transparent relationships with our customers, exceeding their expectations during every phase of the customer lifecycle
• Communicate clearly and accurately with internal teams regarding customer success updates, new customer requirements, progress updates, and closed-loop product feedback
• Be a strategic “voice of the customer” thought-partner for our marketing, sales, service, and shop teams to perpetually identify customer experience improvements
• Aid in the development of the Customer Experience Strategy by working closely with leadership teams to set a vision for customer success and create seamless experiences to deliver higher customer satisfaction
• Anticipate and understand key challenges and opportunities within customer service, identify the root causes and develop plan to address with the leadership team
• Manage the customer experience analytics platform and leverage cross-channel intelligence to identify and create programs to align brand promise and customer experience
• Tracking customer experiences across online and offline channels, devices, and touchpoints
• Aligning customer experience strategies with marketing initiatives, as well as informing customers about new product features and functionalities
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications

Education/Experience:

• A High School Diploma or equivalent
• At least 3 years' experience as a customer experience specialist, or a similar customer support role
• Extensive experience in gathering and interpreting customer experience information
• Solid knowledge of online customer engagement platforms and channels
• Proficiency in MS Office, as well as CX and CRM software. Salesforce and NPS experience are a plus
• Exceptional interpersonal skills and a client-centered approach
• Great organizational and time management abilities
• Superb communication, collaboration, and problem-solving skills

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Canton, MI 48187: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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