PURPOSE: The Customer Experience Specialist is responsible for creating and maintaining exceptional experiences for customers across all touchpoints. This role involves understanding customer needs, addressing concerns, and working with various departments to improve overall satisfaction and loyalty. This is an on-site role, located in Seymour, Indiana.
Key Responsibilities:
Customer Interaction:
· Serve as a primary point of contact for customer inquiries and feedback.
· Engage with customers via phone, email, SMS, and chat to resolve issues and provide information.
· Use empathy and problem-solving skills to handle difficult situations and ensure positive outcomes.
Experience Improvement:
· Analyze customer feedback and satisfaction surveys to identify trends and areas for improvement.
· Collaborate with product, marketing, and operation teams to implement strategies that enhance the customer journey.
· Monitor and measure the effectiveness of experience initiatives and make data-driven recommendations.
Customer Insights:
· Conduct research and gather insights on customer needs, preferences, and pain points.
· Develop and maintain customer personas to better tailor service and communication strategies.
· Provide actionable insights and reports to management based on customer interactions and feedback.
Process Optimization:
· Identify and suggest improvements to customer service processes and systems.
· Assist in the development of customer service policies and procedures to ensure consistency and high standards.
Collaboration:
· Work closely with other departments to ensure alignment and consistency in customer communications and experiences.
· Participate in cross-functional teams to drive customer-centric projects and initiatives.
· Represent the customer voice in strategic planning and decision-making processes.
Qualifications:
Education:
· Bachelor’s degree in business, Marketing, Communications, or related field preferred but not required.
Experience:
· Proven experience in customer service or a related field, with a track record of improving customer satisfaction.
· Experience in analyzing customer data and using it to drive improvements.
Skills:
· Excellent verbal and written communication skills.
· Strong problem-solving abilities and attention to detail.
· Ability to handle high-pressure situations with professionalism and empathy.
· Proficiency with customer service software and tools (e.g., CRM systems, helpdesk platforms).
· Strong analytical skills with the ability to interpret data and generate actionable insights.
Attributes:
· Customer-centric mindset with a passion for delivering outstanding service.
· Collaborative and team-oriented with a proactive approach to problem-solving.
· Adaptability and willingness to embrace change and new challenges.
