Customer Experience Specialist

Customer Experience Specialist

Job description

Arrive Internet is the fastest growing internet service provider in the area. A Customer Experience Specialist is responsible for overseeing and improving all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle. You will work directly with developers, builders, customers and our support and field service departments to ensure smooth installation experience and to ensure our customer base receives concierge-level service for their internet needs.

Personnel Characteristics

• Self-motivated
• Self-directed
• Excellent Communication Skills
• Excellent Organizational Skills
• High attention to detail

General Expectations

• Build and maintain positive relationships with Developers, Builders and Customers
• Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
• Collaborating with cross-functional teams to enhance customer satisfaction
• Monitor construction build-out status to ensure installations are scheduled and completed ahead of deadlines

Daily Expectations

• Be mindful of the schedule, including communicating as necessary with customers and management as the day's workload is progressing
• Monitor construction/closing dates and work with team to schedule installations appropriately to meet deadlines
• Review support tickets to ensure customer requests/concerns are being handled appropriately and in a timely manner
• Work with builders to provide feedback and coordinate solutions for issues our field technicians experience with regards to items that are included in the builder guidelines/responsibilities
• Work with builders/developer to address any issues they experience with our technicians/installation process
• Maintain a clean, professional appearance

Preferred Experience/Certifications

• Customer Support: 3+ years

Job Type: Full-time

Pay: $18 to $21/hour, depending on experience

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person