Customer Experience Specialist I

Warren CAT•Midland, TX

2d•Hybrid

About The Position

The Customer Experience Specialist I supports customer experience initiatives by assisting with customer feedback collection, survey administration, and customer experience activities. This position maintains processes for gathering and documenting customer feedback and provides operational support for customer experience programs designed to improve customer satisfaction and brand awareness.

Requirements

Associates degree from an accredited college or university in a related Marketing, Communications or Business field; or 0 – 2 years of related experience and/or training; or an equivalent combination of education and experience.
Basic understanding of customer experience concepts.
Familiarity with survey tools, customer feedback platforms or data collections systems.
Basic understanding of digital marketing fundamentals and CRM systems.
Basic knowledge of MS Office Suite software and the ability to work within existing data systems.
Strong collaboration, communication, presentation, interpersonal, problem-solving, project management and analytical skills.
Strong relationship building and management skills to build customer trust and loyalty.
Ability to work effectively across various departments, write routine reports and correspondence, and speak effectively before groups of customers and/or employees.
Ability to deal with problems involving a few concrete variables in standardized situations.
Valid driver’s license and clean driving record required.

Nice To Haves

Previous experience in customer experience, reputation management, and/or experience with dealer operations is preferred, but not required.

Responsibilities

Support customer experience initiatives by collecting, analyzing, and reporting customer feedback and satisfaction data.
Assist in identifying opportunities to improve customer satisfaction, loyalty, retention, and overall experience.
Coordinate and administer customer feedback platforms, surveys, reviews, and reputation management tools.
Monitor customer satisfaction results, identify trends, and provide insights and recommendations to management.
Collaborate with operational leaders and cross-functional teams to support customer-focused process improvements.
Support customer outreach, follow-up activities, and relationship-building efforts.
Develop and maintain customer experience documentation, guidelines, scripts, journey maps, and best practices.
Promote consistent customer experiences across online, phone, and in-person interactions.
Assist with customer experience training, communications, employee engagement, and continuous improvement initiatives.
Conduct Voice of Customer research and support the implementation of Caterpillar customer experience standards.
Travel to branch locations as needed to observe customer interactions and support customer experience efforts.
Maintain confidentiality of company, customer, and proprietary business information.