Client Experience Specialist

1. About Our Client: The organization operates in the managed IT services industry, providing strategic guidance, fast solutions, and proactive support to a diverse client base. It addresses challenges related to cybersecurity threats and rapid technology changes, maintaining multiple strategic locations across the United States to support its clients effectively. 2. About the Opportunity: 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. 3. Responsibilities: Answer incoming client calls and manage email support tickets promptly and professionallyListen to understand client needs, urgency, and business impactCreate, categorize, and prioritize tickets accurately for technician assignmentMonitor triage boards and dispatch queues to assign tickets based on urgency and technician availabilityProvide clients with clear, accurate, non-technical status updatesIdentify signs of client dissatisfaction or retention risk and escalate as neededCoordinate communication among clients, technicians, and leadershipMaintain accurate documentation of client interactions and ticket updates 4. Requirements: 1-2 years of experience in customer service, dispatch, coordination, or call center environmentsStrong verbal and written communication skills with ability to explain next steps clearlyAbility to multitask across phone, email, and ticketing systems while maintaining accuracyProfessional and calm demeanor, especially with escalated clientsCapacity to balance urgency, empathy, and competing priorities in a fast-paced settingProficiency in English communication, both written and oral 5. Pay Range and Compensation Package: The base pay range for this position is expected to be between $44,000 and $63,000 per yearTotal compensation includes medical benefits, 401(k) eligibility, and paid time off 6. Benefits & Perks: Medical, dental, and vision coverage for employee and family401(k) plan with company matching contributionsGroup term life and accidental death coverageShort-term and long-term disability coverageHealth Savings Account and PPO optionsEmployee assistance programPaid time off, volunteer time off, paid holidays, and floating holidaysEducation reimbursement programEmployee referral program with cash bonusesRecognition and rewards initiativesClear promotion and advancement tracks 7. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.