Customer Engagement Specialist

Shamrock Trading Corporation • Overland Park, KS

10d • Onsite

About The Position

Shamrock Trading Corporation and RTS Financial are seeking a Customer Engagement Specialist to join our Customer Engagement team. This role reports to the Customer Engagement Supervisor and is responsible for managing an assigned portfolio of clients by handling a steady flow of inbound inquiries through phone and email.
The Customer Engagement Specialist plays a highly interactive role, engaging with customers throughout the day by listening actively, problem-solving in real time, and coaching customers on Shamrock’s tools and offerings. This position serves as a primary point of contact for customers and is critical to delivering timely resolutions, education, and awareness of available products and services while maintaining a consistently high level of customer satisfaction.

Requirements

• Bachelor’s degree in relatable field or equivalent relevant experience
• Proficiency in Microsoft Office, data entry, and basic PC applications
• Strong customer service and relationship-management skills with comfort handling frequent phone interactions
• Excellent verbal, written, and interpersonal communication skills with a strong emphasis on listening and clarity
• Confident, service-driven approach when engaging customers in real time
• Strong problem-solving, conflict-resolution, and critical-thinking abilities
• Detail-oriented with a high standard for documentation and follow-through
• Analytical and technical aptitude with the ability to recognize broader issues and patterns
• Demonstrated ability to prioritize, multitask, and manage workload in a fast-paced environment
• Ability to work effectively in a collaborative, team-oriented setting

Responsibilities

• Serve as the primary point of contact for customers, responding to a continuous flow of inbound phone and email inquiries with professionalism and efficiency
• Manage and support an assigned portfolio of clients, ensuring questions, issues, and requests are handled accurately and promptly
• Resolve product or service concerns by clarifying customer needs, identifying root causes, selecting and explaining appropriate solutions, and following through to resolution
• Coach and educate customers on Shamrock’s tools, services, and offerings to drive understanding and satisfaction
• Maintain accurate customer records by updating account information and documenting interactions and outcomes
• Identify customer needs and trends by gathering and analyzing information from daily customer interactions
• Support customer growth and retention by answering product and service questions and sharing information about additional offerings
• Compile customer insights and service feedback to support reporting and continuous improvement efforts
• Partner closely with Operations, Sales, and IT teams to ensure clear communication, effective follow-up, and smooth service delivery
• Contribute to team success by supporting shared goals and completing related duties as assigned by the Customer Engagement Supervisor

Benefits

• Training and Development: Ongoing training and professional development opportunities, and a LEAD Program for aspiring leaders
• Medical: Fully paid healthcare, dental and vision premiums for employees and eligible dependents, and gym benefits
• Financial: One-time sign-on bonus, generous company 401(k) contributions and employee stock ownership after one year
• Work-Life Balance: Competitive PTO and work-from-home opportunities after an introductory period

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level