Customer Experience Specialist

Responsibilities

• Build strong relationships with customers, clients, merchants, and internal teams to deliver a high-quality service experience and encourage continued program engagement.
• Respond to inquiries, concerns, and service requests through phone and email while providing clear information and timely follow-up.
• Calm difficult situations with professionalism, resolve routine issues directly, and direct complex or unresolved matters to advanced support teams or leadership when needed.
• Document conversations, issues, and outcomes thoroughly in the company system to maintain accurate service records.
• Complete daily operational work such as preparing billings, updating accounts and user profiles, processing onboarding activities, and sending approvals or confirmation messages.
• Support program communications by creating and distributing launch-related announcements and other customer-facing updates as assigned.
• Meet established performance expectations, including service levels, quality standards, and productivity goals set by the department.
• Take part in training sessions, team discussions, and feedback meetings to strengthen service delivery and identify opportunities for process improvement.
• Partner with leadership and colleagues to share client feedback, contribute to business review discussions, and help develop action plans that improve satisfaction and program results.
• Aid in documenting procedures and offering input during new program implementations or other operational changes to support a smooth customer experience.

Requirements

• Previous experience in call center or customer service support roles.
• Strong written and verbal communication skills, including clear and effective email correspondence.
• Ability to manage account inquiries, research discrepancies, and enter information accurately into multiple systems.
• Comfortable working across several browser windows and applications at the same time in a fast-paced environment.
• Demonstrated ability to de-escalate customer concerns and maintain a calm, solution-focused approach.
• Strong attention to detail with the ability to complete administrative and account-related tasks accurately and on time.
• Commitment to meeting performance metrics, service level expectations, and quality standards.
• Reliable, detail-oriented, and adaptable team player with a positive attitude and willingness to learn.

Qualifications

• High school diploma or equivalent.
• Experience in a customer service or support role preferred.

Skills

• Customer service skills
• Communication skills
• Administrative skills
• Problem-solving skills
• Attention to detail

Benefits

• Medical, vision, dental, and life and disability insurance.
• Access to top jobs, competitive compensation and benefits.
• Free online training.
• Company 401(k) plan eligibility.

Pay

• Competitive hourly rate based on experience and qualifications.

Schedule

• This is a long-term contract position based in Overland Park, Kansas.