Client Experience

1 week ago

Allentown, United States The Kyle David Group, LLC dba KDG Full time
Job DescriptionJob DescriptionOverview

A Client Experience & Operations Specialist is a highly visible role at KDG. You are interacting with our clients, front-line support staff, and internal stakeholders to ensure thorough and complete resolutions, handle escalations, resolve tickets, assess functionality, and guide customer experiences through living the KDG values. This is a position that requires a highly organized individual that wants to work with a very detail-oriented and customer-focused administrative team.

This position provides the opportunity for you to challenge yourself professionally, as part of a team, while balancing your priorities away from the office. A company is only as good as the people in it, and we passionately believe that happy team members are the foundation for our success. That’s why you’ll find generous benefits and a stable work environment unmatched by any other Lehigh Valley company. If you want to work in a culture that empowers entrepreneurial thinking, dedicates itself to flawless customer experience, and always provides opportunities for employees to learn, grow, and succeed, then it is time for you to discover KDG.

Your Job

As a Client Experience & Operations Specialist, you will collaborate with our administrative team to organize, manage, and execute flawless customer experiences, understanding that our internal customers are just as important as our external customers. In this role, you will be responsible for leading and coordinating an experienced staff to help ensure excellent and timely service, support documentation, and total follow-through. This role is perfect for a dynamic initiative-taker with strong problem-solving skills and a desire to delight customers on every level. This role demands versatility, the ability to juggle multiple tasks simultaneously, and effective collaboration across several departments, including IT, finance, operations, and HR. In short, your job is to empower people and leave them feeling confident in KDG.

In this role, you will be expected to:
  • Provide excellent customer service, both to our team and our clients through consistent communication utilizing ticketing systems, emails, video chatting, and some direct on-site work with clients.
  • Analyze processes and procedures to identify operational performance improvements.
  • Interface with internal and external clients to help ensure that their needs are being heard and met.
  • Work closely with analysts and end users to make sure that expectations are being met as expected.
  • Manage a ticket and call pipeline that spans departments.
  • Address and remediate low-level, but high-yield concerns or escalate requirements as needed.
  • Working directly with HR, help to learn and understand how to better train end-users on how to best achieve the outcomes that they are seeking, be it side-by-side training or producing training guides.
  • Various high-yield operational items like managing critical inventory tasks and ensuring expeditious delivery of critical hardware/software to end users.
  • Help to manage relationships with external providers and partners.
  • Other projects/tasks as needed.

You must be very capable of:
  • Learn new applications quickly to a high level.
  • Document resolution steps and communicating progress to clients on a skill-appropriate level.
  • Produce efficient, clean, and thoughtful operational documentation.
  • Work independently on priorities without much instruction.
  • Work closely with other teams to build basic specifications for operational improvements to continuously delight clients.
  • Monitor performance issues pertaining to support requests.
  • Review, proofread, and format all correspondence to ensure accuracy and completeness.
  • Being flexibly available to manage issues as they arise after hours.


RequirementsTo be considered, candidates must meet the following criteria:
  • Bachelor’s Degree in or related field OR 5 years of work experience in helpdesk or customer support management roles including but not limited to technical and customer service fields.
  • Foundational knowledge or skillset in IT or related area highly preferred
  • Strong problem solving, organizational, and prioritization skills required.
  • Strong attention to detail.
  • Ability to use independent judgment and take personal initiative.
  • Very teachable and tech savvy.
  • Strong verbal and written communication.
  • Ability to plan and manage multiple tasks/projects with minimal supervision.
  • Ability to establish and maintain effective working relationships with others.
  • Capable of developing and upholding processes that provide clear and structured guidelines for various departments.
  • Ability to maintain focus over an extended period.
  • Ability to work in Allentown, PA office at least three days per week with the remaining two being remote.


Benefits

Why KDG?


KDG is a high-technology consulting firm and business processes company based in Allentown, PA. For nearly 24 years, we have provided expert-level technology advisement and execution on behalf of our clients in the areas of business, government, healthcare, retail, manufacturing, and education. We believe strongly in developing solutions that build value within an organization, and our depth of industry experience has afforded us the amazing privilege of working with some extraordinary organizations while aiding in their growth, mission, and success. Since our founding, we have been recognized as IT Department of the Year by the American Business Awards, a Lehigh Valley Business of the Year finalist, a leading Philadelphia area software developer by Clutch.co, and a Forbes Small Giants finalist.

What we offer our employees:
  • Competitive salary
  • An open books company with employee profit sharing
  • 100% company-paid benefits for employee and family
  • Generous paid vacation, sick leave, personal days, and holidays
  • 3:6 401k company match
  • Weekly training and development sessions
  • Workplace and schedule flexibility
  • Employee-driven social committee
  • Donations to your favorite charity

How Do I Apply?
To be considered for this position, all applicants must submit the following:
  • Submit an updated resume with your application
  • Include salary history and/or requirement
  • Complete the Customer Experience Manager HireVire questionnaire
We are interested in every qualified candidate who is legally authorized to work in the United States. However, we are not able to sponsor visas.
Applicants who meet the initial qualifications will be contacted for a phone interview.
If you are selected to receive an offer of employment with our company, your employment may be contingent upon the successful completion of work references and other background checks.

We realize that it takes time and effort to go through our application process and we thank you for considering applying for this position. We kindly ask for no emails or phone calls as a means to further your application process. These efforts will not enhance your opportunity for consideration, and we are not equipped to respond to these requests. We thank you in advance for your adherence to this request.
Thank you for your interest in our position. We appreciate the time you have taken to apply with us.

Please continue to look at all of our open positions on our Careers page or our LinkedIn profile.

EOE, M/F/D/V.

The Kyle David Group, LLC d/b/a KDG

  • Client Experience

    1 week ago

    Allentown, United States The Kyle David Group LLC Full time

    Job DescriptionOverviewA Client Experience & Operations Specialist is a highly visible role at KDG. You are interacting with our clients, front-line support staff, and internal stakeholders to ensure thorough and complete resolutions, handle escalations, resolve tickets, assess functionality, and guide customer experiences through living the KDG values. This...

  • Field Service Technician

    3 months ago

    Allentown, United States Client Full time

    Field Service Technician - Step into ManagementAllentown, Pennsylvania (Commutable from: Easton, Nazareth, Northampton, Breinigsville, Bethlehem, Emmaus, Kutztown, Slatington)$34 - $38 per hour + Training + Progression + 401k + Excellent Benefits PackageAre you a Field Service Technician from an industrial background, looking to step up into management at a...

  • Travel Nurse RN

    13 hours ago

    Allentown, Pennsylvania, United States HealthEcareers - Client Full time

    Job DescriptionHealthEcareers - Client is seeking a skilled Telemetry RN to join their team in a travel nursing position. This opportunity is a 13-week contract with the possibility of extension.Job ResponsibilitiesMonitor and record patients' heart rate, blood pressure, breathing, and other vital signs.Administer and record prescribed medications.Report...

  • Travel Nurse RN

    14 hours ago

    Allentown, Pennsylvania, United States HealthEcareers - Client Full time

    Job Title: Travel Nurse RN - Emergency DepartmentHealthEcareers - Client is seeking a skilled Travel Nurse RN to join their team in an Emergency Department setting.Job Summary:We are looking for a dedicated and compassionate Registered Nurse to provide high-quality patient care in a fast-paced Emergency Department environment. As a Travel Nurse RN, you will...

  • Critical Care Travel Nurse

    6 days ago

    Allentown, Pennsylvania, United States HealthEcareers - Client Full time

    Job SummaryWe are seeking a highly skilled and experienced Travel Nurse RN ICU Specialist to join our team at HealthEcareers - Client. As a critical care travel nurse, you will be responsible for providing high-quality patient care in a fast-paced ICU environment.Key ResponsibilitiesProvide direct patient care to critically ill patients in the ICUDevelop and...

  • Travel Nurse RN ICU Specialist

    6 days ago

    Allentown, Pennsylvania, United States HealthEcareers - Client Full time

    Job SummaryLanceSoft, a leading healthcare staffing firm, is seeking a highly skilled Travel Nurse RN ICU Specialist to join our team at HealthEcareers - Client. As a critical care travel nurse, you will provide exceptional patient care in a fast-paced ICU environment.Key ResponsibilitiesProvide high-quality patient care in the ICU setting, prioritizing...

  • Travel Respiratory Therapist

    4 days ago

    Allentown, Pennsylvania, United States HealthEcareers - Client Full time

    Job SummaryHealthEcareers - Client is seeking a skilled Registered Respiratory Therapist to join their team on a travel assignment in Pennsylvania.Job ResponsibilitiesProvide respiratory care to patients in a hospital settingAssess patient conditions and develop treatment plansOperate and maintain respiratory equipmentCollaborate with healthcare teams to...

  • Travel Nurse RN

    3 days ago

    Allentown, Pennsylvania, United States HealthEcareers - Client Full time

    About the JobHealthEcareers - Client is seeking a skilled Travel Nurse RN to fill an Interventional Radiology position. As a travel nurse, you will have the opportunity to work in a dynamic and challenging environment, providing high-quality patient care and collaborating with a multidisciplinary team.Job ResponsibilitiesProvide direct patient care in the...

  • Healthcare Patient Care Coordinator

    2 weeks ago

    Allentown, Pennsylvania, United States HealthEcareers - Client Full time

    Company OverviewHealthEcareers - Client is dedicated to fostering a diverse and skilled workforce committed to providing exceptional healthcare services.As a leader in the healthcare industry, we prioritize innovation and excellence, ensuring our team members have the opportunity to thrive in their careers.We are proud to be recognized for our commitment to...

  • Electrical Technician

    2 months ago

    Allentown, United States Client Full time

    Electrical TechnicianAllentown, PA$40-$50 Per Hour + Overtime + Training + Progression + Benefits & Healthcare PackagesAre you an Electrical Technician from a Switchgears, Transformers or circuit breakershigh background looking to join a well-respected organization at the forefront of innovation that can offer training and development on a range of power...

  • Electrical Technician

    2 months ago

    Allentown, Pennsylvania, United States Client Full time

    Electrical TechnicianAllentown, PA$40-$50 Per Hour + Overtime + Training + Progression + Benefits & Healthcare PackagesAre you an Electrical Technician from a Switchgears, Transformers or circuit breakershigh background looking to join a well-respected organization at the forefront of innovation that can offer training and development on a range of power...

  • Travel Nurse RN

    14 hours ago

    Allentown, Pennsylvania, United States HealthEcareers - Client Full time

    Job SummaryHealthEcareers - Client is seeking a skilled Travel Nurse RN to join their team in a Progressive Care Unit setting. As a Travel Nurse RN, you will provide high-quality patient care and work collaboratively with the healthcare team to ensure optimal patient outcomes.Job ResponsibilitiesProvide direct patient care to patients requiring close...

  • Healthcare Patient Care Supervisor

    2 weeks ago

    Allentown, Pennsylvania, United States HealthEcareers - Client Full time

    HealthEcareers - Client is a leading organization in the healthcare sector, dedicated to providing exceptional patient care through a diverse and skilled workforce.As a part of our innovative health network, you will have the opportunity to contribute to a nationally recognized institution that values teamwork, compassion, and cutting-edge technology in...

  • Travel Nurse RN Specialist

    12 hours ago

    Allentown, Pennsylvania, United States HealthEcareers - Client Full time

    Job Title: Travel Nurse RN SpecialistWe are seeking a highly skilled Travel Nurse RN Specialist to join our team at HealthEcareers - Client. As a Travel Nurse RN Specialist, you will be responsible for providing high-quality patient care in a medical surgical setting.Job Summary:The Travel Nurse RN Specialist will work in a fast-paced medical surgical...

  • Travel Nurse RN

    14 hours ago

    Allentown, Pennsylvania, United States HealthEcareers - Client Full time

    Job Title: Travel Nurse RN - ICU SpecialistWe are seeking a highly skilled and experienced Travel Nurse RN - ICU Specialist to join our team at HealthEcareers - Client. As a Travel Nurse RN - ICU Specialist, you will be responsible for providing high-quality patient care in a fast-paced ICU environment.Job Summary:Provide direct patient care to critically...

  • Travel Nurse RN

    12 hours ago

    Allentown, Pennsylvania, United States HealthEcareers - Client Full time

    Job Title: Travel Nurse RN - Operating RoomHealthEcareers - Client is seeking a skilled Travel Nurse RN - Operating Room to join their team. As a Travel Nurse RN - Operating Room, you will be responsible for providing high-quality patient care in a fast-paced operating room environment.Job Summary:Provide direct patient care in the operating room, including...

  • Client Relations Specialist

    2 weeks ago

    Allentown, Pennsylvania, United States European Wax Center Full time

    European Wax Center is seeking a dedicated Guest Experience Coordinator to enhance our team and provide exceptional service to our clients.Main Responsibilities of a Guest Experience CoordinatorAssists clients by delivering comprehensive service and product details.Addresses and resolves service and product inquiries.Promotes and recommends packages and...

  • Client Intake Coordinator

    1 week ago

    Allentown, Pennsylvania, United States KidsPeace Childrens Hospital Full time

    Position Overview:The Client Intake Coordinator plays a vital role in managing and facilitating all processes related to the intake and support services for clients. This position encompasses the entire journey from pre-admission to discharge, ensuring a seamless experience for individuals seeking assistance.Qualifications:High School diploma or equivalent...

  • Client Relations Specialist

    1 week ago

    Allentown, Pennsylvania, United States Royal Home Care Full time

    Job OverviewRoyal Home Care Services, Inc. is seeking a dedicated customer service professional to enhance our operations. This role is pivotal in ensuring client satisfaction through effective communication and problem resolution.Key Responsibilities:Conduct client visits to address inquiries and concerns.Serve as a liaison between clients, caregivers, and...

  • Client Intake Coordinator

    2 weeks ago

    Allentown, Pennsylvania, United States KidsPeace Childrens Hospital Full time

    Position Overview: The Client Intake Coordinator plays a crucial role in managing and executing all tasks, documentation, and communication associated with the intake management and support services for clients. This process begins with pre-admission and continues through to discharge.Qualifications:High School diploma or equivalent is required; a Bachelor's...