Customer Experience Specialist

About the role

Responsible for assessing, improving, and maintaining the quality of our CS and T&S teams and their performance through audits. The ideal candidate will be self-motivated with strong attention to detail and an analytical mind. Also responsible for ensuring accurate and prompt evaluations, analysis, and reporting of activities according to the organization’s policies, procedures, and key performance indicators.

Responsibilities

• Review the quality of work performed by customer-facing teams through live monitoring and the use of call, chat, and email recording systems and applications
• Maintain consistency and regularity in reviewing and scoring interactions
• Assist in maintaining quality initiatives by monitoring adherence to quality control policies and procedures, developing new models, and implementing changes
• Use the quality monitoring system to provide regular feedback to representatives, team leaders, and managers
• Monitor and respond to customer inquiries via online review sites
• Maintain professional and technical knowledge by reviewing professional publications and maintaining awareness of industry standards
• Assist with Special Projects, as assigned

Qualifications

• High school degree or equivalent
• 2+ years of experience in the areas of Customer Service or Customer Success, with a focus on data analysis
• Detail-oriented, organized, and strong time-management skills
• Experience handling escalated customers

Preferred qualifications

• Excellent written and oral communication skills
• Coachable and receptive to feedback for continuous improvement
• Ability to effectively communicate with various business partners and leaders
• Self-directed with an ability to work under minimal supervision
• Ability to adapt quickly to change with a sense of urgency

Competencies

• Expresses ideas and information clearly
• Problem-solves without explicit direction
• Treats others with respect
• Follows best practice methodology
• Understands their area of the product

Work environment

Hybrid, with occasional in-office workdays. Most US-based positions can also be performed remotely (any exceptions will be noted in the Minimum Qualifications.)

Pay

The US base pay for this full-time position is $26.00/hr USD. Depending on the position offered, equity, bonuses, commission, or other forms of compensation may also be provided as part of a total compensation package, in addition to a full range of medical, financial, and other benefits.