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Mid LevelFull-time
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a Customer Experience Specialist to connect our customers, contact center, and internal teams. This role focuses on ensuring smooth operations and using customer feedback to drive meaningful improvements.
Key Responsibilities
- →Serve as Voice of Customer (VoC) and business line subject matter expert
- →Identify and escalate urgent customer experience issues
- →Prepare and deliver executive summaries to internal and external partners
- →Monitor service levels, call volumes, and time to resolution
- →Identify and define process improvement opportunities
- →Collaborate with Product, Marketing, and Account Development teams
- →Track project progress and resolve blockers
Requirements
- ✓Experience in customer experience or contact center operations
- ✓Strong analytical skills to interpret customer feedback and data
- ✓Excellent communication and presentation abilities
- ✓Ability to lead cross-functional teams and initiatives
- ✓Knowledge of Service Level Agreements, FCR, CSAT/NPS metrics
- ✓Experience with CRM systems and performance dashboards
- ✓Project management skills to track progress and deliver outcomes
- ✓Summary Bullets
- ✓Serve as Voice of Customer and business line expert
- ✓Identify and escalate urgent customer issues
- ✓Prepare executive summaries and lead reviews
- ✓Monitor service levels and time to resolution
- ✓Identify process improvement opportunities
- ✓Collaborate with Product, Marketing, and Sales teams
- ✓Track project progress and resolve blockers
- ✓Requirement Bullets
- ✓Experience in customer experience or contact center operations
- ✓Strong analytical skills for interpreting customer feedback
- ✓Excellent communication and presentation abilities
- ✓Ability to lead cross-functional teams
- ✓Knowledge of Service Level Agreements and CSAT/NPS metrics
- ✓Experience with CRM systems and performance dashboards
- ✓Project management skills
- ✓Benefit Bullets
- ✓[]
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