Customer Experience Specialist
$65,000–$90,000 year
RemoteUnited States or New York City, New York, United States
Job Summary
Onboard customers from sales handoff to service activation, guiding them through installation and demonstrating business ease. Manage multiple onboarding projects simultaneously by coordinating with Service Delivery, Network Operations & Support, and Fiber Engineering teams. Coordinate customer upgrades and service transfers while serving as the primary escalation point for high-priority issues. Implement proactive and reactive retention and upsell strategies, advocating for customer needs cross-functionally. Keep customer data organized across internal platforms and elevate qualitative and quantitative data to the team with proposed solutions for improving the customer experience.
Required Qualifications
- College degree or equivalent work experience
- 2-4 years of direct, customer-facing experience
- Outstanding communication skills - written and verbal - with the ability to tailor messaging strategy for different audiences and an ability to turn complex technological concepts into clear, multichannel communications
- Intermediate technical acumen and ability to grasp technical concepts quickly
- Able to effectively manage multiple small projects from start to finish
- Ability to prioritize, problem-solve, multitask, and work independently in a dynamic, rapidly changing workplace
- Impeccable attention to detail and ability to deliver high-quality work, ensuring accuracy and consistency
- Ability to build effective relationships across teams
- Ability to leverage internal and external resources to solve problems
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