Customer Experience Specialist

6 days ago


Charlotte, North Carolina, United States Ripple Fiber Inc Full time
About Ripple Fiber

Ripple Fiber is a dynamic and innovative company that provides access to the best internet for life. Our mission is to bridge the digital divide using advanced technology aimed at improving people's lives.

Job Summary

We are seeking a Customer Experience Specialist to play a critical role in retaining customers who are considering canceling their service. As a Customer Experience Specialist, you will engage with customers to understand their concerns, offer tailored solutions, and ensure their continued satisfaction with our services.

Responsibilities
  • Handle inbound and outbound customer calls to understand their concerns and reasons for wanting to leave.
  • Provide tailored retention offers, such as discounts, service upgrades, or other incentives to retain customers.
  • Resolve customer issues and complaints with patience and understanding, offering timely solutions and escalating cases as necessary.
  • Maintain a deep understanding of company products and services to offer accurate assistance and recommendations to customers.
  • Keep records of customer interactions, transactions, comments, and complaints, ensuring all customer data is accurate and secure.
Requirements
  • High school diploma or equivalent; a college degree is preferred.
  • Proven experience in customer service, sales, or a retention role.
  • Strong conflict resolution and active listening abilities.
  • Excellent communication and interpersonal skills.
  • Ability to multitask, prioritize, and manage time effectively.
  • Capability to handle stressful situations and remain calm under pressure.
  • Empathy and a customer-oriented attitude, with a commitment to meeting and exceeding customer expectations.
What We Offer

We offer a competitive salary, comprehensive benefits package (including 401k packages), various perks and opportunities for growth and development. If you believe you are a fit from a role and culture perspective, please submit your resume, along with a cover letter for consideration.



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