Customer Experience Specialist

About the role

This Long-term Contract opportunity is ideal for someone who communicates clearly, handles concerns effectively, and can manage multiple digital tools in a fast-paced environment. The person in this role will help resolve service issues, respond to written and phone inquiries, and contribute to a positive customer journey across each interaction.

Responsibilities

• Respond to customer inquiries by phone and email with timely, accurate, and detail-focused support
• Investigate service and connectivity concerns, identify likely causes, and guide customers toward effective solutions
• Manage multiple browser-based systems at once to review accounts, document interactions, and complete follow-up tasks efficiently
• Address complaints with empathy and sound judgment while working toward practical and satisfactory resolutions
• Maintain detailed records of customer communications, actions taken, and outstanding issues requiring additional attention
• Collaborate with internal teams when needed to escalate complex cases and ensure customers receive consistent updates
• Strengthen the overall customer experience by recognizing recurring issues and sharing feedback that may improve service delivery

Qualifications

• Previous experience in a call center or customer service environment
• Strong written communication skills for clear and detail-oriented email correspondence
• Ability to navigate multiple browser windows and web-based applications simultaneously
• Demonstrated success handling customer concerns with patience, empathy, and care
• Experience troubleshooting connectivity-related issues or guiding customers through basic problem resolution
• Comfortable managing complaints and de-escalating difficult interactions effectively
• Strong organizational skills with the ability to document details accurately and prioritize tasks in a busy setting

Benefits

• Medical, vision, dental, and life and disability insurance
• Company 401(k) plan