Customer Experience Specialist (Hybrid)
September 6
š Hybrid ā Hauppauge
Description
ā¢ Evaluate and analyze all aspects of the customer experience to develop and engineer projects and business initiatives to help improve end-to-end processes that impact and affect the external and internal customers. ā¢ Provide extensive coaching and counseling to assist all teams in meeting customer satisfaction, exceeding customer expectations, and building customer loyalty. ā¢ Develop and maintain training programs and their documentation for various Customer Support Service teams and external and internal customers. ā¢ Conduct feedback sessions with staff to gather information related to the trends that are impacting both the customers and the Customer Support Service teams. ā¢ Monitor the performance of Customer Support Service teams and develop methods for training and motivating them to achieve high performance standards. ā¢ Perform customer relation activities including focus groups, customer interviews, follow-up, project management, and ad hoc analysis to identify and understand the customers' needs. Create business initiatives that focus on meeting those needs. ā¢ Report and track customer facing Key Performance Indicators (KPIs) that relate to the Customer Experience. Provide summaries and action items regarding those KPIs to leadership and executive team members.
Requirements
ā¢ High school diploma ā¢ Full understanding of Contact Center training methods including: Delivery Methods, Customer Support, Quality Assurance, Soft Skills, and the ability to effectively articulate with the audience in a variety of training environments. ā¢ Experience with CRM system preferred
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