Customer Experience Specialist Job Description

Customer Experience Specialist Job Description

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Customer experience specialist provides a friendly and positive customer experience across multiple platforms including phone, email, chat, and face-to-face.

Customer Experience Specialist Duties & Responsibilities

To write an effective customer experience specialist job description, begin by listing detailed duties, responsibilities and expectations. We have included customer experience specialist job description templates that you can modify and use.

Sample responsibilities for this position include:

Produce online content, animated gifs, static buttons, and email and landing pages under the direction of senior web developer and content manager
Respond to membership questions and feedback via email submissions
Escalate customer feedback regarding products and services
Resolve customer service related issues, questions, and concerns as dictated by company policies on both a reactive and proactive basis
Orientation to Bayview and loan servicing
Compliance training, including required certifications
Implement and maintain content management systems, including installation, configuration, theme and plug-in integration, and ongoing support of departmental liaisons using existing platforms and tools
Support the development and maintenance of web applications, including building search indexes, integrating web designs, and building small collection websites
Monitor and report on website traffic and performance
Perform maintenance duties, such as scripting, adding new content to collections, rebuilding indexes, and maintaining templates and supporting pages

Customer Experience Specialist Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Experience Specialist

List any licenses or certifications required by the position: APICS, NPS, CX, ITIL

Education for Customer Experience Specialist

Typically a job would require a certain level of education.

Employers hiring for the customer experience specialist job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Education, General Education, Business, Marketing, Technical, Associates, Computer Science, Engineering, Business/Administration, Communications

Skills for Customer Experience Specialist

Desired skills for customer experience specialist include:

Microsoft Office
Customer service principles and practices
MS Office
ERP systems
Email
Automotive industry
Texting and Chat
Experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
SAP
Products

Desired experience for customer experience specialist includes:

Update web pages to ensure website accuracy and currency
Interface with existing database, using existing data and discovery tools user interfaces, and tools for specific discovery and delivery environments, such as library online catalogs, to access data stored on web services
Perform development and maintenance programming for web pages and web applications
Evaluate and support user needs, and recommend solutions within existing platforms
Perform selected website administration duties for existing clients
Processes orders through both the Parts and Commercial channels accurately and within 4 hours of order receipt

Customer Experience Specialist Examples

1

Customer Experience Specialist Job Description

Job Description Example
Our company is looking to fill the role of customer experience specialist. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer experience specialist
  • Analyze accounts receivable, billing, credit, collections, and process
  • Support Manager as necessary with other tasks
  • Manage departmental budgets including signing off of invoices and quotations within mandate
  • Identify agent needs and development areas to provide peer to peer feedback to team members
  • Manage the majority of escalated calls into the call centre (transferred in from frontline agents)
  • Utilize internal reporting tools and teams, monitor customer feedback data for a set of service locations
  • Work with clinic, campus and department managers to create improvement plans, identify strengths and areas for improvement
  • Be responsible for metric improvements through the implementation of best practices aligned with core organization promise and guidelines
  • Serve as a key role in implementing the organization’s major initiative of employee culture building and customer service
  • Work with a variety of customer audiences, including staff, patients, families and other relevant stakeholders
Qualifications for customer experience specialist
  • Legal right to work in the United State
  • 1-3 years Sales and/or call center experience an asset
  • International travel experience is an asset
  • Outstanding verbal, written communication, presentation and group facilitation skills
  • Continuously improve team performance by providing coaching and mentoring
  • Valid driver’s license in the country in which you are applying, 2 year minimum driving record required with a clean driving history, and ability to be insured
2

Customer Experience Specialist Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer experience specialist. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer experience specialist
  • Assist students with inquiries pertaining to studio information, membership accounts, pricing, and membership cancellations/freezes
  • Use of MindBody Online (MBO) software for account maintenance
  • Track client feedback for quarterly trend reports to leadership and executive teams
  • Roadside Assistance Operations & Customer Service Operations - Management of the CAC to ensure achievement of operational service level KPI's process adherence and delivery of a superior customer experience to the end customer
  • Performance Management & Reporting - Management of all departmental KPI's and performance of department against agreed measurements inclusive of provision of weekly and monthly reports required as defined from time to time
  • Mandate Service Delivery - Ensure optimal delivery of services as per agreed KPI's and service levels to the respective brands including the maintenance of key stakeholders relationships and regular communication
  • Supplier Management - Effective management of all key suppliers that influence the efficient operation of the Customer Assistance Centre in accordance with the service level and contractual agreements in place
  • Invoicing Reconciliation & Budget Management - Ensure that invoices are reconciled and approved within agreed timelines
  • Project Management - Identify, development, design and implement key projects related to enhancing and improving customer experience
  • Process Optimisation & Efficiencies - Review processes & systems for opportunities to enhance service delivery and increase efficiencies from both a process/systems cost saving perspective
Qualifications for customer experience specialist
  • Present findings (Root cause, insights, action plans, customer solutions, ) to management and other BSSA audiences
  • Efficient with Microsoft Word, Excel, Outlook and Salesforce is preferable
  • Be able to deal under high pressure and during demanding work time periods
  • One point of contact for the sales reps to turn over any customer needs and concerns that have been requested of them
  • New Customer Orientation involvement
  • Monitor in-service decal installation
3

Customer Experience Specialist Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of customer experience specialist. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer experience specialist
  • Effectively engage, lead and influence cross functional teams to deliver the highest level of quality on all projects within committed timeline and scope
  • Evaluate and evolve retail and customer experience impacts as a result of projects led internally and among cross functional partner groups
  • Thorough analysis of key metrics to effectively performance manage and ensure channel adoption
  • Build assessments involving communication, training and change management tactics
  • Partner with cross-functional primes to build and maintain visibility of the end-to-end customer lifecycle
  • Engage and build strong relationships with stakeholders and incorporate their goals
  • Provide regular updates on project status, including risks and risk management plan to senior management
  • Identification of new opportunities and recommend an action and full rollout plan
  • Handle inbound and outbound calls from regional customers and field personnel to ensure timely service delivery
  • Manage multiple dispatching queues and ensure timely closure or escalation of all dispatches
Qualifications for customer experience specialist
  • Must have the ability to work independently and drive change but also be a team player
  • Must be detail oriented, organized, flexible and able to multi-task
  • Customer Satisfaction – pro-active problem resolution, highly responsive communication
  • Individual Productivity – daily performance target achievement
  • Customer relations – escalated complaint resolution, customer on-boarding
  • Education – minimum high school completion
4

Customer Experience Specialist Job Description

Job Description Example
Our growing company is looking for a customer experience specialist. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer experience specialist
  • Proactive scheduling of preventative maintenance service activities
  • Facilitate the timely dispatching of Field Service Engineers including the management of schedules, on-call/standby
  • Record customer feedback and complaint information in compliance with quality requirements
  • Management of asset team assignments in Siebel
  • Adhere to any special customer requirements for appointment scheduling
  • Provide the highest level of verbal and written customer support by answering multi-line phones, direct calls to appropriate staff, answer questions and take messages when required
  • Evaluate the needs of the customers and work in a creative, pro-active manner to resolve and support general queries and questions
  • Accurately record customer concerns, determine the best course of action and successfully make appointments appropriate to the category of work required
  • Pro-actively respond with all open Customer Support tickets logged
  • Work closely with the Service, Sales and Delivery teams to ensure the greatest experience to our customers
Qualifications for customer experience specialist
  • Develop and implement specific service initiatives tailored to the targets agreed for customer service level improvements for BSSA (NPS, Customer Satisfaction Index, Complaints, FCR, Quality)
  • High School diploma required, some college or degree preferred
  • Ability to drive change and inspire innovation
  • Ability to offer common sense solutions to complex service issues
  • Self-starting, high energy level and exceptional work ethic
  • Detailed oriented, driven for results and change
5

Customer Experience Specialist Job Description

Job Description Example
Our company is searching for experienced candidates for the position of customer experience specialist. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer experience specialist
  • Prepare, stage, and charge customer vehicles in advance of their scheduled delivery appointment
  • Support iterative research, design, and pilot/test cycles to test improved experiences
  • Identify and monitor critical customer experience metrics
  • Influence cross-functional customer touch point design, content, and timing
  • Strategically plan and proactively manage the end to end customer experience for accounts
  • Implement plans that increase the customers’ satisfaction, while reducing the number of call backs from the customer
  • Provide best practices, and input to the leadership of the organization aligning the customer experience with the business strategy to drive business performance
  • Deliver professional, personal and consistently excellent relationship management and support to both internal and external facing customer
  • Collaborate with training
  • Perform a quality check of training to ensure continuous improvement and new skills are adopted and actively used
Qualifications for customer experience specialist
  • Work schedule within business hours of operation supporting regional alignment with potential for overtime as needed
  • Fluent written and oral communications skills in English
  • Excellent ability to prioritise effectively, handle shifting priorities and work effectively in a fast moving environment
  • Flexible schedule and shift working
  • Fluent in spoken and written English & Spanish
  • 3+ years of generally related experience with 2+ year’s relevant experience in a marketing environment

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