Customer Experience Specialist

The primary role of this position is to establish and maintain effective customer relationships.

This involves liaising with various internal departments to ensure client satisfaction and loyalty.

This individual fosters relationships with customers, providing them with timely value propositions that propel growth and achievement of goals.

This includes helping customers transition from the sales and implementation process into the support phase, ensuring seamless case management and proactive customer communication.

Key Responsibilities:

• Timely Case Management & Inquiry Resolution - Complete all case management-related inquiries assigned within the Salesforce platform while adhering to established service levels.
• Salesforce Account Monitoring & Maintenance - Monitor, enter, update, and close Salesforce Accounts, Files, and/or Case records.
• Proactive Customer Communication - Provide timely follow-up to customers, keeping them informed about the progress of their requests.
• Report Delivery & SLA Compliance - Ensure that reports and information requests are delivered on time, meeting service level agreements (SLAs).
• Collaboration with Sales Team - Identify and collaborate with the sales team on leads to contribute to the organization's overall revenue generation and growth.
• Account Retention Management - Maintain account retention targets by developing and nurturing relationships with key decision-makers.
• Customer Feedback & Product Improvement - Obtain first-hand customer information and make recommendations for improvements to products and services.
• Relationship Development - Identify and develop multi-level relationships with key decision-makers to ensure retention and relationship stability.
• Product Expansion Proposals - Propose additional products and services to expand the organization's footprint within existing accounts.
• Leadership Collaboration on Product Enhancements - Identify and partner with the leadership team on any product gaps and/or enhancements.
• Additional Duties as Assigned - Perform other duties as assigned by management, demonstrating flexibility and a willingness to support team objectives.

Required Skills & Qualifications:

• Minimum of 2 years of call center or related experience preferred.
• Familiarity with productivity software, CRM systems, and other call center technologies preferred. Salesforce CRM experience is a plus.
• Proven experience in case management or customer service roles.
• Proficiency in Salesforce or similar CRM platforms.
• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Excellent problem-solving skills and attention to detail.
• Experience in sales support or account management is a plus.
• Ability to build and maintain relationships with key stakeholders.
• Strong analytical skills to assess customer needs and recommend solutions.
• Ability to work collaboratively within a team environment.
• Flexibility to adapt to changing priorities and business needs.
• Proficiency in creating and delivering PowerPoint presentations to effectively communicate ideas and information to various audiences.
  • High proficiency in standard MS Office applications (Outlook, Word, Excel & PowerPoint).
  • For remote or hybrid positions, you must have a dedicated workspace that is free from distractions and ensures privacy.
  • Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hard wired to a router (We provide equipment).
  • All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.
    • This role routinely uses standard office equipment such as a computer, keyboard, and phone.

United States Equal Opportunity Employment:

We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.