Customer Engagement Specialist

Defense Holdings, Inc.•Baltimore, MD

4d•Hybrid

About The Position

Defense Holdings, Inc. (DHi) is seeking a Customer Engagement Specialist to manage and enhance interactions with clients. The ideal candidate will coordinate engagement initiatives, support customer satisfaction programs, and track client feedback to improve service delivery. This role requires excellent communication, analytical, and organizational skills to support client-focused initiatives.

Requirements

Bachelor’s degree in Business Administration, Communications, or related field.
2–4 years of experience in client engagement, customer service, or account support roles.
Proficiency in Microsoft Office Suite and CRM systems.
Strong analytical, organizational, and communication skills.
Ability to manage confidential client information responsibly.

Nice To Haves

Experience supporting government contracting or defense clients.
Familiarity with customer engagement strategies and tools.

Responsibilities

Develop and execute client engagement strategies and programs.
Serve as a contact point for client inquiries and feedback.
Monitor client satisfaction and support continuous improvement efforts.
Track engagement metrics and provide reports to management.
Analyze client feedback to identify opportunities for service improvement.
Assist with client surveys and satisfaction assessments.
Maintain records of client interactions and engagement initiatives.
Prepare reports, presentations, and communications for leadership.
Support onboarding and training for new client accounts.
Collaborate with client services, sales, and operations teams to deliver a consistent client experience.
Assist in developing processes and strategies to enhance client engagement.