Remotehey

The Customer Experience Specialist (CXS) reports to the Customer Experience Manager and is responsible for supporting the execution of Customer Experience team (CX) operations through direct customer interaction and case management. This role serves as the first point of contact for customers within the CX team, handling requests via email, chat, and phone while following established workflows and escalation protocols.

In addition, the CX Specialist plays an active role in CX-led projects, serving as the primary point of contact for clients. Within these initiatives, the Specialist is responsible for leading communication, ensuring clarity, maintaining engagement, and contributing to overall customer satisfaction throughout the lifecycle of each project.

The CX Specialist focuses on delivering high-quality customer experience, maintaining service standards, and supporting continuous improvements based on customer feedback and key performance indicators (KPIs). This role contributes to the overall effectiveness of CX operations by ensuring consistent execution and positive customer experience.

Duties/Responsibilities

• Serve as the first point of contact for customers, providing support via email, chat, and phone.
• Ensure a customer-centric approach in all interactions, focusing on clarity, empathy, and problem-solving.
• Identify cases that require additional support and escalate them to the CX Manager as needed.
• Follow established service workflows and escalation protocols to address customer concerns efficiently.
• Accurately track and document customer interactions, inquiries, and resolutions in the designated system.
• Ensure timely responses and resolutions, adhering to defined service standards and SLAs.
• Proactively engage with customers who have the potential to drop their case, helping to address concerns and working towards a resolution that encourages them to remain in the process.
• Collaborate with internal departments to follow up on escalated cases and assist in tracking and monitoring their response times to improve overall service efficiency.
• Provide updates to customers on the status of their inquiries and cases.
• Gather customer feedback and share findings with internal teams to refine service strategies.
• Send customer satisfaction surveys, ensuring timely collection and tracking responses.
• Support the execution of CX strategic initiatives by maintaining a strong focus on customer satisfaction and experience outcomes.
• Additional responsibilities and projects as assigned.
  
  

What You’ll Bring

• Experience in Customer Experience, Client Services, or a similar customer service role.
• Strong proficiency in client communication and interpersonal skills, with a customer-first mindset.
• Ability to manage multiple cases, pay attention to detail and maintain organization in a fast-paced environment.
• Strong organizational skills and ability to meet deadlines.
• Proficient computer skills and ability to learn new software programs.
• Basic understanding of CX tools, CRM systems, and service tracking methodologies.
• Ability to adapt to new workflows and service processes, ensuring compliance with structured protocols.
• Ability to work collaboratively with internal teams and escalate concerns when necessary.
• Ability to manage client relationships within structured projects, ensuring clear communication, ownership, and a high level of customer satisfaction.
  
  

Education And Experience

• Some college or associate's degrees are required.
• 1 plus year(s) of work experience in a similar position.
• Prior experience working with employment-based visa or EB3 unskilled programs is preferred.
• Proficiency in one or more additional languages is a plus.
  
  

Physical Requirements

• This position is fully remote.
• Prolonged periods of sitting at a desk and working on a computer