Customer Experience Coordinator

About the role

Cincy Connect Services is seeking a Customer Experience Coordinator for hands-on work centered on customer resolution and the day-to-day demands of customer-support outsourcing across phone, email, chat, social channels, help desk, technical support, quality, and service operations.

The day-to-day standard is customer experience coordination within customer support outsourcing, with confirmed facts separated from assumptions and unresolved questions.

Quality Standard

The role is working well when customer resolution becomes more reliable and repeated failure points are surfaced before they affect customers, partners, or teammates. For Cincy Connect Services, that result is measured through customer experience coordination within customer support outsourcing.

Responsibilities

• Review the Customer Experience Coordinator workflow by helping the team document commitments and next actions.
• Maintain the Customer Experience Coordinator workflow by helping the team escalate complex cases with enough context for the next owner.
• Track the Customer Experience Coordinator workflow by helping the team handle assigned customer or client requests.
• Own the Customer Experience Coordinator workflow by helping the team review available case history before responding.
• Coordinate the Customer Experience Coordinator workflow by helping the team resolve routine issues within approved authority.

Requirements

• Use Help Desk Operations and Case Management confidently when carrying out customer experience coordination within customer support outsourcing.
• Apply Case Documentation without losing track of exceptions, owners, or deadlines tied to customer experience coordination within customer support outsourcing.
• Document Ticket Management decisions clearly enough that another teammate can follow the reasoning behind customer experience coordination within customer support outsourcing.
• Use sound judgment around Service Standards, especially when customer experience coordination within customer support outsourcing requires escalation instead of assumption.

Pay

Base salary: $40,000–$60,000 per year.

Schedule

Full-time, 100% remote within the United States.