Kinetic Customer Experience Specialist

About The Role

The Client Support Specialist is responsible for delivering exceptional support to assigned clients, ensuring a high level of customer satisfaction, retention, and issue resolution. This role serves as a primary point of contact for customers, acts as an internal advocate on their behalf, and works cross-functionally with multiple departments to resolve concerns efficiently and effectively. The Client Support Specialist also supports reporting, trend analysis, and continuous improvement efforts to enhance the customer experience and reduce churn. This position can be filled remotely anywhere within the country.

Responsibilities

• Serve as the primary phone and email contact for an assigned customer base
• Act as the customer advocate and champion to resolve issues with internal business units
• Build and maintain strong client relationships through proactive communication and timely follow-up
• Conduct quarterly account reviews with assigned clients to discuss current service levels and future needs
• Meet face-to-face with clients as requested
• Address customer concerns quickly and effectively to increase satisfaction and minimize churn
• Ensure customers are kept informed throughout the resolution process
• Function as an escalation point for customer issues as needed
• Coordinate with internal departments to ensure prompt and accurate issue resolution
• Communicate with Financial Services regarding customer issues to help prevent service suspension
• Research, maintain, and update systems with accurate account information
• Maintain a database of key customer information to ensure consistent support across multiple workgroups
• Handle billing and collections questions, service inquiries, and customer requests such as moves, adds, changes, and deletes
• Review activity logs and reports to ensure individual and departmental goals are being met
• Track, trend, and report customer activity and dissatisfaction issues
• Identify patterns and recommend process improvements to enhance service delivery and retention efforts
• Attend departmental meetings and provide input on customer trends and support needs
• Participate in weekly meetings to discuss individual, departmental, and company objectives
• Interface with operations and other internal departments to ensure a higher level of support for customers
• Support special projects as assigned by management
• Contribute to a customer-focused culture centered on service excellence, responsiveness, and continuous improvement

Qualifications

• High School diploma or equivalent and 5+ years experience with 3+ years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.

Skills

• Strong customer service and relationship management skills
• Excellent verbal and written communication skills
• Ability to manage multiple priorities and follow through on commitments
• Strong problem-solving and conflict-resolution abilities
• Ability to analyze trends and use reporting to support retention strategies
• Proficiency with customer account systems and databases
• Ability to work collaboratively across departments
• Proven ability to improve customer satisfaction and retention
• Experience supporting high-value or complex customer accounts
• Strong attention to detail and organizational skills
• Ability to work independently while managing a partial customer base

Pay

The compensation range for this position is from $41,700 - $51,400. Our compensation approach is designed to be fair and competitive. Pay for this role is based on factors such as your experience, skills, education, and location.

Benefits

• Medical, Dental, Vision Insurance Plans
• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational Assistance Plan