Customer Experience Professional

1 week ago


New York, New York, United States Pilot Full time
Customer Experience Role at Pilot

Pilot is a modern connectivity company based in the heart of New York City, dedicated to delivering exceptional fiber-optic internet and network services to businesses. Our mission is to empower extraordinary work across all industries with innovative connectivity solutions that are adaptable, agile, and customer-centric.

A Day in the Life
  • Collaborate with our sales team to onboard customers from sales handoff to service activation, ensuring a seamless experience.
  • Manage multiple onboarding projects simultaneously, coordinating with teams across Service Delivery to ensure timely updates and satisfaction.
  • Coordinate customer upgrades and service transfers, providing proactive support and effective communication.
  • Serve as the primary escalation point for high-priority customer issues, responding promptly and effectively to address concerns.
  • Implement retention and upsell strategies to drive business growth and customer loyalty.
  • Advocate for customer needs cross-functionally, fostering strong relationships and driving results.
What We're Looking For
  • College degree or equivalent work experience.
  • 2-4 years of direct, customer-facing experience.
  • Outstanding communication skills, both written and verbal, with the ability to tailor messaging strategy for different audiences.
  • Intermediate technical acumen and the ability to grasp complex concepts quickly.
  • Ability to manage multiple projects, prioritize tasks, problem-solve, multitask, and work independently in a dynamic environment.
Benefits and Perks
  • $65,000 - $90,000 base salary.
  • Company-sponsored Medical, Dental, Vision Coverage.
  • 401(k) plan with employer matching.
  • Commuter and Wellness Reimbursement.
  • Competitive Paid Time Off (PTO).

Pilot values diversity, equity, and inclusion, promoting a culture where everyone can thrive. We welcome applicants from diverse backgrounds and perspectives.



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