Customer Engagement Specialist

Job Summary

Welcome to Neighborly, where you can bring your drive to the table as we unlock new doors together. As a Customer Engagement Specialist, you will develop and deliver impactful presentations, resolve franchisee concerns, optimize and manage systems, and provide training and support.

Responsibilities

• Develop and deliver impactful presentations: Present program benefits and performance insights to franchisees, brand representatives, and other stakeholders.
• Resolve franchisee concerns: Act as an advocate of FOs and brand to investigate and provide recommended solutions to resolving issues.
• Review internal solutions with the appropriate telephony, CaN and AI teams to ensure all parties achieve optimal outcomes while considering the impact of conversion and revenue.
• Optimize and manage systems: Set up internal tools and systems that balance business needs, budget, and available support to ensure efficiency and effectiveness.
• Proactively leverage data for recommendation and decision-making: Gather and analyze data from call logs, customer feedback, and agent performance to identify trends, address issues, and recommend improvements to optimize call center performance.
• Have a deep understanding of the brand and systems (CaN, CES, telephony, call center, AI) to fully understand solutions and be able to provide recommendations and suggestions for continual improvement.
• Provide training and support: Train brand, support staff, and FOs where applicable on NCS systems, reporting, etc (ie. Portal, NCS calendar, CES setting that relate to CaN).
• Develop and facilitate cadence for brand and FO outreach to gain feedback on current performance and provide feedback on enhancements available via NCS.
• Maintain systems proactively: Regularly review systems to identify and address potential issues before they disrupt operations.
• Travel as needed: Represent NCS at conferences, meetings, and trade shows as part of the call center relations team.
• Utilize diverse software systems effectively: Work proficiently with tools like Microsoft Office, contact management systems, conferencing software, and other technologies as required.
• Work independently and meet deadlines: Prioritize and execute assignments effectively with minimal supervision while maintaining high-quality output.
• Perform other duties as needed: Flexibly adapt to additional responsibilities that align with business needs and team objectives.

Qualifications

• Experience: 3-5 years of professional experience in customer service, contact center services, customer engagement, or account management, with a proven track record of driving results and building strong client relationships.
• Demonstrated expertise in leveraging data-driven insights to improve customer engagement strategies and operational efficiency.
• Experience working within franchise systems or multi-location organizations is highly preferred.
• Intermediate to advanced proficiency in Microsoft Office Suite, including Word, Excel, Outlook, TEAMS, and PowerPoint, with the ability to create impactful presentations and analyze data.
• Strong foundational knowledge of business operations, IT systems, and customer engagement technologies, including CRMs and contact center tools.
• Prior experience in mediating conflicts, resolving escalations, and delivering high-impact solutions across diverse stakeholders.
• Education: Bachelor’s degree is required, preferably in business administration, communications, or a related field.

What We Offer

• Competitive Pay: Commensurate with experience
• Schedule: Full-time M-F, 8AM to 5PM (local time zone)
• Benefits: Check out our benefits offerings here
• Financial Benefits: Equity and annual bonus opportunities
• Perks: Paid time off, Paid holidays, Recess breaks, wellness programs
• Brand: NSS Neighborly Service Solutions