Customer Experience & Digital Communications Specialist
About The Position
We are a well-established, family-owned service organization with over 40 years of experience delivering high-quality products and exceptional customer care. As our service operations evolve, we are expanding our team with a Customer Experience & Digital Communications Specialist -a role designed for today's modern, technology-driven service environment. This position blends customer service, digital communication, and real-time coordination , supporting both traditional phone interactions and a growing AI-powered communication platform. This is a hybrid communication role where you'll serve as a central point of contact for customers, helping them navigate service needs through both digital platforms and phone-based support . You'll play a key role in ensuring a smooth, efficient, and high-quality customer experience while working within a system that supports scheduling, diagnostics, and service coordination.
Requirements
- 1+ year of customer service, call center, or service coordination experience
- Strong written and verbal communication skills
- Comfortable using digital platforms and phone systems
- Detail-oriented with strong organizational skills
- Interest in technology and problem-solving
- High school diploma or equivalent
Responsibilities
- Digital Customer Communication Respond to customer inquiries through a digital platform (chat, messaging, online requests)
- Translate customer concerns into clear service requests
- Maintain fast, accurate, and professional written communication
- Phone-Based Support Handle inbound and outbound service calls
- Guide customers through service issues, expectations, and next steps
- Deliver a high-touch, customer-focused experience
- Service Intake & Coordination Collect and document key service details (model numbers, serial numbers, symptoms)
- Prioritize and route service requests appropriately
- Assist with scheduling and coordinating service appointments
- Operations & Team Collaboration Partner with technicians, dispatch, and parts teams
- Ensure accurate communication across departments
- Help maintain workflow efficiency and service quality
- Continuous Improvement Adapt to new tools and systems in a tech-enabled environment
- Contribute to improving digital communication and service processes
Benefits
- Healthcare benefits
- 401(k) with company match
- Paid time off, sick time, and parental leave
- Employee discounts
- Weekly pay
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
