Customer Experience Specialist
5 days ago
The Customer Experience Specialist is a key member of the Atria Support Center team, responsible for developing and executing various customer feedback programs. This includes triaging and tracking day-to-day customer service requests, complaints, and compliments, as well as outbound contact with established customers.
Key Responsibilities- Partner with leaders, contact center, and support staff to manage, triage, and track customer issues escalated to the Support Center, including customer reported issues, complaints, online reviews, social media interactions, and community communication.
- Use project management & organization tools and workflows to ensure customer issues are addressed in a timely manner and tracked for reporting.
- Join the Customer Response team to synthesize responses to customer service issues, social posts, online reviews, and Contact Center issues.
- Perform outbound contact with established customers to increase retention and gather feedback.
- Develop written communications (internal and external) for integrated customer communication plans.
- Support execution of twice annual Customer Satisfaction Survey.
- Support community crisis comms as needed, including rotating flexible schedule 'on call' assignments with PR & Customer Service team members.
- Partner with the IT department to ensure customer satisfaction, Contact Center, and Customer Service Helpdesk tools are maintained and accurate.
- Collect and report customer service, sentiment, and response data.
- Bachelor's Degree in Communications, Public Relations, Journalism, or a related field is required.
- Two (2) or more years of communications or customer service experience is preferred.
- Call center experience is a plus.
- Excellent communication skills with an emphasis on effective customer service and written communication.
- Strong understanding of customer service and communications strategy.
- Excellent problem-solving and organizational skills.
- Proficient in basic office software applications (i.e. Microsoft Office).
- May be required to travel up to 10% of the time on behalf of the Company.
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