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Mid LevelFull-timeRust
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
The Customer Experience Specialist plays a vital role in supporting the administrative and operational functions of Renuity's customer experience program. This position is responsible for managing customer feedback, complaints, and various consumer affairs issues, ensuring timely and effective resolution.
Key Responsibilities
- →Oversee day-to-day administrative and operational functions of the Customer Experience Program
- →Manage and respond to Better Business Bureau (BBB) complaints within required timelines
- →Liaise with customer feedback vendors to ensure smooth operations and compliance with processes
- →Serve as the primary liaison for consumer affairs matters, coordinating with internal departments
- →Monitor customer feedback channels to identify trends and recommend process improvements
- →Maintain accurate documentation of customer interactions and complaint resolutions
- →Track and report on key customer experience metrics
- →Ensure compliance with company policies and regulatory guidelines
- →Support cross-functional teams in resolving complex customer situations
- →Develop and refine response templates and communication standards
Requirements
- ✓2+ years of experience in customer experience, customer service, or complaint resolution roles
- ✓Direct experience handling escalated customer issues or executive-level complaints
- ✓Experience responding to BBB, Attorney General, or other regulatory complaints
- ✓Background in managing sensitive situations with professionalism and diplomacy
- ✓Strong organizational skills and attention to detail
- ✓Strong writing and communication skills
- ✓Ability to handle confidential information appropriately
- ✓Ability to work cross-functionally to resolve operational or service-related issues
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