Client Experience Specialist

About the role

The Client Experience Specialist serves as the primary point of contact for clients within the service delivery team. This role ensures that clients receive attentive, informed, and coordinated support throughout their service interactions. The position plays a critical role in maintaining client satisfaction by managing communications, prioritizing service requests, and facilitating resolution processes.

Responsibilities

• Answer incoming client calls and manage email support tickets promptly and professionally
• Listen to understand client needs, urgency, and business impact
• Create, categorize, and prioritize tickets accurately for technician assignment
• Monitor triage boards and dispatch queues to assign tickets based on urgency and technician availability
• Provide clients with clear, accurate, non-technical status updates
• Identify signs of client dissatisfaction or retention risk and escalate as needed
• Coordinate communication among clients, technicians, and leadership
• Maintain accurate documentation of client interactions and ticket updates

Requirements

• 1–2 years of experience in customer service, dispatch, coordination, or call center environments
• Strong verbal and written communication skills with ability to explain next steps clearly
• Ability to multitask across phone, email, and ticketing systems while maintaining accuracy
• Professional and calm demeanor, especially with escalated clients
• Capacity to balance urgency, empathy, and competing priorities in a fast-paced setting
• Proficiency in English communication, both written and oral

Pay

The base pay range for this position is expected to be between $44,000 and $63,000 per year.

Benefits

• Medical, dental, and vision coverage for employee and family
• 401(k) plan with company matching contributions
• Group term life and accidental death coverage
• Short-term and long-term disability coverage
• Health Savings Account and PPO options
• Employee assistance program
• Paid time off, volunteer time off, paid holidays, and floating holidays
• Education reimbursement program
• Employee referral program with cash bonuses
• Recognition and rewards initiatives
• Clear promotion and advancement tracks