Customer Experience

3 weeks ago

Atlanta, United States Tiverity Consulting, Inc. Full time
Job DescriptionJob Description

Customer Experience (CX) Specialist

Seeking an experienced Customer Experience (CX) Specialist to join our Conversational Channels team. Our Conversational Channels team creates self-service tools to automate the customer service experience. Our team utilizes Conversational IVR, Chatbots, and Virtual Assistants to give customers the help they need without the need for human intervention. The CX Specialist will play a key role in creating an extraordinary customer experience across voice and digital-based customer engagement channels featuring natural language capabilities. As a CX specialist, you’ll support customer experience requirement generation and gathering, process design, testing, reporting and analyzing customer conversational flows. You will work closely with Product, User Experience, Engineering, and other stakeholders to enhance the customer experience.

Key Responsibilities

  • Work closely with Line of Business (LOB) customers, vendor support teams, engineering and Project Management staff to define, deliver, and refine conversational AI experiences that are effective, engaging and consistent across all modalities.
  • Work closely with Project Management team to ensure all technical tasks are addressed and the correct groups are engaged.
  • Conceptualize and iterate on end-to-end designs for conversational user interfaces and content.
  • Perform analysis of conversation paths and flows to identify opportunities and inform future designs and refine the production dialog flows.
  • Create a deep understanding of LOB, customers and conversational applications to engage as Subject Matter Expert across assigned applications.
  • Act as primary business interface to external technology and service partners supporting Conversational AI implementations.
  • Offer Subject Matter Expertise and best practices related to conversational application design, standards and processes.
  • Educate internal colleagues and stakeholders to understand the key concepts of conversation design.
  • Have the ability to articulate currently deployed integrations or future to be deployed integrations.
  • Create robust test plans for User Acceptance Testing (UAT) to ensure deployed applications meet requirements.
  • Manage/Lead the triage of issues discovered through testing and track through issue resolution.
  • Work toward continual process improvement based on deliberate measurement, data analytics and insights.
  • Drive root cause analyses to respond to CX performance issues.

Qualifications and Skills

  • Experience with the lifecycle of Vas/chatbots/voicebots and understanding of conversation and user-design and VA dialog flows.
  • Experience developing and conducting user testing and research.
  • Experience establishing and analyzing CX Metrics
  • Strong organizational and communication skills including background in designing and crafting customer facing communications.
  • Excellent eye for detail/understanding of each step of the conversation design process.
  • Analytical skills, experience in solving business problems leveraging data.
  • Possess the flexibility to work both independently and in a sophisticated team setting.
  • Experience owning and executing on initiatives with minimal direction (independent, proactive, and “can-do” attitude)
  • Comfortable working in a fast-paced, fluid environment, handling a variety of assignments and technologies.
  • Ability to manage multiple priorities as well as demanding timeframes and deadlines.
  • Effective leadership and influencing skills in the application of Conversational AI.

 

Company DescriptionTiverity is a leading provider of IT products and Professional Services specializing in unique and innovative customer-focused solutions that reduce costs, maximize return on investment, improve productivity, and optimizes our customer’s technology investments. We leverage synergies on each client engagement given our comprehensive experience in converged network infrastructure, call management and processing, network security, unified communications, wireless solutions, web conferring and collaboration, and contact center technologies. Our unique skills in IT consulting, integration and managed services allows us to create customized solutions centered on the goals of your business. The commitment and experience of our talented team ensures the very best in service delivery and customer satisfaction.Company DescriptionTiverity is a leading provider of IT products and Professional Services specializing in unique and innovative customer-focused solutions that reduce costs, maximize return on investment, improve productivity, and optimizes our customer’s technology investments. We leverage synergies on each client engagement given our comprehensive experience in converged network infrastructure, call management and processing, network security, unified communications, wireless solutions, web conferring and collaboration, and contact center technologies. Our unique skills in IT consulting, integration and managed services allows us to create customized solutions centered on the goals of your business. The commitment and experience of our talented team ensures the very best in service delivery and customer satisfaction.

  • Director, Customer Experience

    28 minutes ago

    Atlanta, United States Teall Properties Group Full time

    We are seeking a Director, Customer Experience to lead our customer service and customer success teams. This role involves creating and implementing strategies to improve customer satisfaction and ensure a consistent, high-quality customer journey. Key Responsibilities: Customer Experience Strategy: Develop and implement customer experience strategies to...

  • Customer Experience Representative

    3 weeks ago

    Atlanta, United States Hansgrohe Group Full time

    Location: |Atlanta, GA| **Customer Experience Representative** Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because its the right thing to do, but because it makes our company stronger. Our inclusive culture inspires us to try new things, speak openly, and be bold. It brings us...

  • Director of Customer Experience

    2 weeks ago

    Atlanta, United States Reibus International Inc Full time

    **Director of Customer Experience** **Be the torchbearer of a customer-centric culture.** **About the role** The Director of Customer Experience role is a senior leadership position that reports to the Chief Revenue Officer. This is an excellent opportunity to join a rapidly growing international organization where you will be building the customer...

  • Customer Experience Representative

    3 weeks ago

    Atlanta, United States LJG Sales and Marketing Inc Full time

    Job DescriptionJob DescriptionCustomer Experience Representative - Join Our Team - No Experience Necessary!Are you a people person with a passion for meeting and talking with people each day? Do you thrive in a dynamic, engaging environment? If so, you may be exactly who we're looking for!We are a rapidly expanding company in Sandy Springs, GA, dedicated...

  • Customer Experience Coordinator

    3 weeks ago

    Atlanta, United States Precision Aviation Group Full time

    Precision Aviation Group (PAG) is a leading provider of products and value-added services to the aerospace and defense industries worldwide. PAG's global presence includes 23 locations and 20 Repair Stations in the United States, Canada, Australia, Singapore, and Brazil. Our customer-focused business model serves aviation customers through Supply Chain and...

  • Customer Experience Supervisor

    4 weeks ago

    Atlanta, United States Serenity Healthcare Full time

    Job DescriptionJob DescriptionCustomer Experience Supervisor - Onsite **Location: Atlanta-Sandy Springs, GA**Are you ready to lead a team that plays a pivotal role in transforming lives and revolutionizing healthcare? Serenity, a leader in healthcare technology, is seeking a dynamic and mission-driven Customer Care Supervisor. Our mission is to empower...

  • Director, Customer Experience, NA

    1 week ago

    Atlanta, United States Vantage Data Centers Full time

    About Vantage Data Centers Vantage is committed to being a workplace of inclusion, equity, respect and acceptance. We celebrate diversity and intentionally seek out opportunities to learn from one another's experience. Vantage Data Centers powers, cools, protects and connects the technology of the world's well-known hyperscalers, cloud providers and large...

  • FT Customer Experience Coordinator

    1 week ago

    Atlanta, United States TJX Companies Full time

    All 1,000 of our Marshalls stores embrace discovery, from designer luggage to statement shoes. Our assortment of brands is always changing, but our mission to provide the surprises that make the everyday a little more fun is unwavering. Just like wor Customer Experience, Coordinator, Experience, Customer Service, Associate

  • Customer Experience Content Strategist

    1 week ago

    Atlanta, United States Sandata Technologies Full time

    ** Sandata Technologies** ** Customer Experience Content Strategist** Atlanta, GA 30301 Sandata Technologies is the leading supplier of software technology solutions serving home care and I/DD agencies, managed care organizations, and state payer programs throughout the United States. The Sandata solution has been implemented by 15,000 Provider Agencies, 20...

  • Customer Experience Agent

    6 days ago

    Atlanta, United States RemX Full time

    Location: Onsite Kennesaw, GAHybridge Schedule after 90 days onsite (3 weeks onsite, 2 days remote) Hours/pay: 16/HR 8am to 5pm shift. 10am to 7pm ($0.75/hr. shift differential) Job Description: Proactively communicate to all internal and external related parties to exceed customer's expectations. Respond timely and accurately to all incoming customer...

  • Customer Experience Agent

    13 hours ago

    Atlanta, United States RemX Full time

    Location: Onsite Kennesaw, GAHybridge Schedule after 90 days onsite (3 weeks onsite, 2 days remote) Hours/pay: 16/HR 8am to 5pm shift. 10am to 7pm ($0.75/hr. shift differential) Job Description: Proactively communicate to all internal and external related parties to exceed customer's expectations. Respond timely and accurately to all incoming customer...

  • Customer Experience Agent

    3 days ago

    Atlanta, United States RemX Full time

    Location: Onsite Kennesaw, GAHybridge Schedule after 90 days onsite (3 weeks onsite, 2 days remote) Hours/pay: 16/HR 8am to 5pm shift. 10am to 7pm ($0.75/hr. shift differential) Job Description: Proactively communicate to all internal and external related parties to exceed customer's expectations. Respond timely and accurately to all incoming customer...

  • Customer Experience

    4 days ago

    Atlanta, United States Primecare Home Care Services Full time

    Job DescriptionJob DescriptionBenefits:401(k)401(k) matchingBonus based on performanceDental insuranceHealth insurancePaid time offABOUT PRIMECARE HOME CARE:At Primecare Home Care Services, we believe in delivering exceptional care with integrity, passion, and love. As a licensed Private Home Care provider, we offer a wide range of services, including...

  • Customer Experience

    1 day ago

    Atlanta, United States Primecare Home Care Services Full time

    Job DescriptionJob DescriptionABOUT PRIMECARE HOME CARE:At Primecare Home Care Services, we believe in delivering exceptional care with integrity, passion, and love. As a licensed Private Home Care provider, we offer a wide range of services, including Skilled Nursing, Personal Care Services, Companionship, and Structured Family Caregiving. Our commitment to...

  • Customer Experience

    5 days ago

    Atlanta, United States Primecare Home Care Services Full time

    Benefits: 401(k) 401(k) matching Bonus based on performance Dental insurance Health insurance Paid time off ABOUT PRIMECARE HOME CARE: At Primecare Home Care Services, we believe in delivering exceptional care with integrity, passion, and love. As a licensed Private Home Care provider, we offer a wide range of services,...

  • (Senior) Consultant for Customer Experience

    2 weeks ago

    Atlanta, United States Porsche Digital Full time

    - (Senior) Consultant for Customer Experience **Location:** Atlanta **Tasks** * Lead challenging projects in management-, process- and IT-consulting with a focus on the Automotive industry * Develop independently innovative concepts in the area of new mobility, (digital) sales & after-sales, as well as digital transformation * Create business cases,...

  • Wireless Customer Experience

    4 days ago

    Atlanta, United States Jet Management Executives Full time

    Job DescriptionJob DescriptionAre you someone who is looking for a new opportunity? Something with more of a challenge and growth opportunity?Jet Management is looking for an ambitious, driven individual to take on our Wireless Customer Experience & Sales Specialist Role. We will provide hands-on training for the right candidate as well as the opportunity to...

  • Assistant Store Director Customer Experience

    1 week ago

    Atlanta, United States Saks off 5th Full time

    Assistant Store Director: Customer Experience: Under the direction of the Store Director, the Assistant Store Director of Customer Experience will support execution of the front of house priorities within the 4 walls. They will be responsible for mai Customer Experience, Store Director, Director, Assistant, Store, Experience, Retail

  • Remote Customer Experience Insurance Agent

    4 weeks ago

    Atlanta, United States Peachy Insurance Full time

    Job DescriptionJob DescriptionAbout Our Company, QuicklyPeachy Insurance is an inclusive, remote friendly organization with compassionate professionals who strive to exceed their goals every day. Here at Peachy, we exist to make a difference in the insurance world.Remote Customer Experience RepresentativeInsurance is a product that everyone needs but not...

  • Hybrid Customer Experience Insurance Agent

    4 weeks ago

    Atlanta, United States Peachy Insurance Full time

    Job DescriptionJob DescriptionAbout Our Company, QuicklyPeachy Insurance is an inclusive organization with compassionate professionals who strive to exceed their goals every day. Here at Peachy, we exist to make a difference in the insurance world.Hybrid Customer Experience RepresentativeInsurance is a product that everyone needs but not everyone...