Customer Experience Specialist

2 weeks ago

Washington, United States Grant Leading Technology Full time
Job DescriptionJob DescriptionCustomer Experience (CX) Specialist
Hybrid

Grant Leading Technology is seeking a candidate for a Customer Experience (CX) Specialist to join our conversational channels dynamic 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. This position will be remote but requires 1 day in office a week in the DC area or Atlanta area. The hours are 8 am to 4:30 pm EST.

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 Education Requirements:
  • Bachelor of Science (BS) degree in an administrative capacity
  • Three to five (3-5) years’ experience in Information Technology or related fields
  • 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
  • Skills and experience with Microsoft Office products specifically MS Word, MS PowerPoint, MS Project, and Visio
  • Must be Resident Alien or US Citizen and able to pass background check
Preferred Skills:
  • Have Minimum Background Investigation (MBI) clearance

About Grant Leading Technology: 
 
Grant Leading Technology (GLT) is a verified Service-Disabled Veteran Owned Small Business (SDVOSB) government contracting firm. GLT provides expert knowledge and skills to deliver agile enterprise solutions and innovative technologies to our clients at the Federal Aviation Administration (FAA), Internal Revenue Service (IRS), Federal Emergency Management Agency (FEMA), National Aeronautics and Space Administration (NASA), and other federal and state agencies. We possess exceptional capabilities including, but not limited to, project management, cyber security, construction management, design, and management technology. GLT has been recognized for three consecutive years by Inc. 5000 as one of the fastest-growing private companies in America.  
 
Our employees are at the heart of GLT’s success. We value and fully embrace the diversity of individuals and ideas within our workforce. GLT provides a competitive compensation package with benefits that are immediately available. Our base healthcare plan is 100% employer paid and our 401k plan is immediately vested. We also offer paid time off, 11 federal holidays, short/long-term disability, 401k matching, and opportunities for professional development. 
www.grantleadingtechnology.com 

*Grant Leading Technology is an “equal opportunity employer”. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Reasonable accommodations will be provided to those who are unable to utilize our online application system due to a disability. Please email recruiting@grantleadingtechnology.com with the subject line “Accommodation”
 

Powered by JazzHR

NQsk2bq0xm

  • Customer Experience Specialist

    1 week ago

    Washington, United States Grant Leading Technology Full time

    Job Description Job Description Customer Experience (CX) Specialist Hybrid Grant Leading Technology is seeking a candidate for a Customer Experience (CX) Specialist to join our conversational channels dynamic team. Our Conversational Channels team creates self-service tools to automate the customer service experience. Our team utilizes Conversational IVR,...

  • Management & Program Analyst

    Found in: Talent US 2 C2 - 1 week ago

    Washington, United States Vet Customer Experience (VCE) Full time

    Summary Multi-Channel Technology (MCT) is a directorate in the Veterans Experience Office (VEO). As part of its focus, MCT provides VA employees with up-to-date tools to better serve Veterans, their families and other stakeholders like medical providers and Veteran Service Organizations. MCT has a broad multi-year strategy to improve Veterans' secure...

  • Customer Experience Associate

    6 days ago

    Washington, United States VASA Fitness Full time

    POSITION DESCRIPTION POSITION TITLE : Member Experience Specialist (MES) FLSA STATUS : Hourly COMPENSATION : Base rate of $11.40 per hour, plus $2 - $4 commission eligibility for memberships and personal training sales JOIN OUR TEAM At VASA Fitness, we want to create an uplifting experience for everyone by offering inclusive, accessible, and...

  • Customer Experience Associate

    1 week ago

    Washington, United States VASA Fitness Full time

    POSITION DESCRIPTIONPOSITION TITLE : Member Experience Specialist (MES)FLSA STATUS : HourlyCOMPENSATION : Base rate of $11.40 per hour, plus $2 - $4 commission eligibility for memberships and personal training sales!JOIN OUR TEAMAt VASA Fitness, we want to create an uplifting experience for everyone by offering inclusive, accessible, and on-trend fitness....

  • Customer Experience Lead

    Found in: beBee jobs US - 2 weeks ago

    Washington, Washington, D.C., United States SAIC Career Site Full time

    Description The Customer Experience Lead serves as the Voice of the Customer, responsible for ensuring a positive overall customer experience across the scope of the Performance Work Statement (PWS). This role involves monitoring and maintaining Service Level Agreements (SLAs), analyzing IT Service Management (ITSM) system tickets to identify areas for...

  • Customer Experience Lead

    Found in: beBee S US - 2 weeks ago

    WASHINGTON, United States SAIC Career Site Full time

    Description The Customer Experience Lead serves as the Voice of the Customer, responsible for ensuring a positive overall customer experience across the scope of the Performance Work Statement (PWS). This role involves monitoring and maintaining Service Level Agreements (SLAs), analyzing IT Service Management (ITSM) system tickets to identify areas for...

  • Customer Service Specialist

    Found in: Appcast US C2 - 1 week ago

    Washington, United States Insight Global Full time

    Position: Customer Service SpecialistLocation: Washington, PAOnsiteCore HoursDuration: Contract (Will go until at least November.)Travel: Mileage around 60 miles a day (You will be given 65 cents per mile.)Must Haves:3 years' experience in selling or service environment.High School Diploma or equivalent.Ability to lift 25 to 60lbs and/ or work in difficult...

  • Customer Service Specialist

    Found in: Appcast Linkedin GBL C2 - 1 week ago

    Washington, United States Insight Global Full time

    Position: Customer Service SpecialistLocation: Washington, PAOnsiteCore HoursDuration: Contract (Will go until at least November.)Travel: Mileage around 60 miles a day (You will be given 65 cents per mile.)Must Haves:3 years' experience in selling or service environment.High School Diploma or equivalent.Ability to lift 25 to 60lbs and/ or work in difficult...

  • Customer Service Specialist

    7 days ago

    Washington, United States Insight Global Full time

    Position: Customer Service SpecialistLocation: Washington, PAOnsiteCore HoursDuration: Contract (Will go until at least November.)Travel: Mileage around 60 miles a day (You will be given 65 cents per mile.)Must Haves:3 years' experience in selling or service environment.High School Diploma or equivalent.Ability to lift 25 to 60lbs and/ or work in difficult...

  • Dynamics 365 Customer Insights Specialist

    Found in: Appcast US C2 - 5 days ago

    Washington, United States ISoftech Inc Full time

    Job Title : Dynamics 365 Customer Insights SpecialistLocation : Washington, DC (Hybrid)Company Overview: Client is seeking a Dynamics 365 Customer Insights Specialist to join our Power Platform practice. The ideal candidate will play a critical role in utilizing Dynamics 365 Customer Insights to drive better business outcomes without the need for extensive...

  • Dynamics 365 Customer Insights Specialist

    Found in: Appcast Linkedin GBL C2 - 5 days ago

    Washington, United States ISoftech Inc Full time

    Job Title : Dynamics 365 Customer Insights SpecialistLocation : Washington, DC (Hybrid)Company Overview: Client is seeking a Dynamics 365 Customer Insights Specialist to join our Power Platform practice. The ideal candidate will play a critical role in utilizing Dynamics 365 Customer Insights to drive better business outcomes without the need for extensive...

  • Customer Experience Coor

    5 days ago

    Washington, United States Marshalls 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 working here. Everyone encourages each other and embraces the excitement that can come with change. Each shift is...

  • Enterprise Customer Success Specialist

    1 week ago

    Washington, United States InEvent Full time

    ABOUT INEVENT InEvent is an innovative and fast-paced B2B startup that develops intelligent solutions for hospitality and marketing within large enterprises, creating high-level management for the c-level suite and robust operational tools for analysts and managers. WHO WE ARE InEvent is a remote event tech company with InEventers in over 13 different...

  • Customer Onboarding Specialist

    4 days ago

    Washington, United States Goodshuffle Pro Full time

    About the Team: We're simplifying the chaos of the events industry through powerful, easy-to-use technology. We're a self-proclaimed mix of "events nerds" and "technology nerds", but mostly we're all passionate problem solvers who are dedicated to empowering our users. We've been voted DC's Best Startup and were called one of "DC's Coolest Places to Work" in...

  • IT SPECIALIST

    1 week ago

    Washington, United States TREASURY Full time

    ** IT SPECIALIST (Applications Software/Customer Support)** **Department of the Treasury** This position is located at Bureau of Engraving and Printing, ENTERPRISE STRATEGIC PLANNING AND MANAGEMENT DIVISION. As an IT SPECIALIST (Applications Software/Customer Support), you will be responsible for: 1) IT governance, planning and program management for the...

  • Customer Marketing Specialist

    Found in: Resume Library US A2 - 2 weeks ago

    Bellevue, Washington, United States Freshworks Full time

    Job Description Please note: This role will be based in Bellevue, WA and requires an in-office presence. Freshworks is seeking a Customer Advocacy Specialist to support our North American and Latin American business. This individual will be responsible for developing and growing our fanbase of raving customers in region that openly share their story and...

  • Information Technology Specialist

    Found in: Talent US 2 C2 - 1 week ago

    Washington, United States Administrative Office of the U.S. Courts Full time

    Main content Job Details for Information Technology Specialist (Customer Support) Court Name/Organization: Administrative Office of the U.S. Courts Overview of the Position: This position is located in the Enterprise Operations Center (EOC), Support Services Division (SSD) in San Antonio, Texas. The incumbent serves as Work Team Leads for the Case...

  • Information Technology Specialist

    Found in: Talent US 2 C2 - 1 week ago

    Washington, United States Pretrial Services Agency Full time

    Summary The Office of Information Technology (OIT) is recruiting for an Information Technology Specialist (Customer Support). As a valued member of a dynamic team of IT professionals, you will install, configure, and troubleshoot computer hardware to interface with PSA's internal and external systems partners. If you are innovative, enjoy working with...

  • Customer Support Specialist, Grants Programs

    Found in: beBee S US - 1 week ago

    Washington, United States Arc Aspicio Full time

    At Arc Aspicio, you can join a leading consulting firm that specializes in human capital, management, and strategy professional services to deliver compelling solutions.We invest in hiring, mentoring, and training smart, diverse, and self-driven professionals interested in all aspects of the company and our homeland security and government clients.Customer...

  • Assistant Customer Service Specialist Malaysia

    1 week ago

    Washington, United States CareerBuilder Full time

    **Job position** **Assistant Customer Service Specialist** We are looking for awesome additions to our growing workforce. Be home, belong, and start your #BeHappier journey with TDCX today! **Top Reasons to work with TDCX** Attractive Remuneration Comprehensive Medical Care and Insurance Coverage Premium and Instagrammable Workspaces Engagement and...