Customer Experience Specialist Raleigh NC

Advance Stores Company•Raleigh, NC

About The Position

Partners cross-functionally to ensure a differentiated Professional Customer Experience, while driving engagement of our field Team Members closest to our Professional Customers. The Customer Experience Specialist is a key player in our communication strategy, content development, and understanding data and analytics to support and adapt: Communications Create innovative communication plans, working cross-functionally to understand key concepts and assist business partners. Inspire audience base and increase adoption by communicating innovatively and creatively. Promote Customer and Team Member engagement by strategically utilizing all available communication channels and platforms. Keep CSC business partners informed of the voice-of-the-customer, sharing feedback/input from various councils and surveys. Utilize all available communication channels to engage with Team Members and Customers (Salesforce Chatter, email, social media), while responding with urgency Content Influence content development, messaging, and delivery by working collaboratively with business partners. Be an integral player in the creation, engagement, and communications of webcasts and podcasts. Help our sales team succeed through the development of presentations, job aids, and playbooks. Ensure content is up-to-date and relevant throughout Comms channels (Salesforce, newsletters, etc) Ensure Salesforce users have proper file access and can easily locate documents. Data/Analytics Improve both the internal and external user experience by actively seeking feedback and input. Implement and utilize surveys and other available data to improve programs such as Our House, Podcasts, and other engagement channels Dynamic outlook towards customer data, preparing reports, and presenting findings. Specialist in reporting, KPI analysis and expert in creation of reports and dashboards that can be used for strategical decision-making including budgeting and billing decisions. Effectively monitor and track customer experiences across online and offline channels and touchpoints. Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered

Requirements

Bachelor’s degree in the fields of Business, Comms, or Marketing, or equal experience
Excellent written and verbal communicator
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of instructions and deal with several abstract and concrete variables.
Noted strengths in organizational and time and project management skills
Ability to prioritize tasks, operate and make decisions in a fast paced, high stress environment
Find value in working collaboratively, while also having the sense of personal accountability that enables working independently.
Get energized by listening to our customers and uncovering the right solutions for their needs (both internal and external).
Enjoy building relationships based on others’ interests, while always respectful of ideas and opinions.
Strong analytical skills, problem solving and creative thinking skills
An understanding of Salesforce and Adobe InDesign is preferred
Ability to balance multiple projects at one time with varying degrees of implementation
Comfortable working in a fast-paced environment with constant change and ambiguity
Ability to keep organized, manage time wisely, and focus on outcomes, while also having great awareness of the most important details.
Proficient with Microsoft Office (PowerPoint, Word, Outlook, Sharepoint and Excel).
Experience with Adobe Creative Suite (InDesign, Photoshop, Illustrator, Acrobat, etc).
Valid driver's license and access to vehicle is required for this position

Nice To Haves

Design skills and video experience is a plus.

Responsibilities

Create innovative communication plans, working cross-functionally to understand key concepts and assist business partners.
Inspire audience base and increase adoption by communicating innovatively and creatively.
Promote Customer and Team Member engagement by strategically utilizing all available communication channels and platforms.
Keep CSC business partners informed of the voice-of-the-customer, sharing feedback/input from various councils and surveys.
Utilize all available communication channels to engage with Team Members and Customers (Salesforce Chatter, email, social media), while responding with urgency
Influence content development, messaging, and delivery by working collaboratively with business partners.
Be an integral player in the creation, engagement, and communications of webcasts and podcasts.
Help our sales team succeed through the development of presentations, job aids, and playbooks.
Ensure content is up-to-date and relevant throughout Comms channels (Salesforce, newsletters, etc)
Ensure Salesforce users have proper file access and can easily locate documents.
Improve both the internal and external user experience by actively seeking feedback and input.
Implement and utilize surveys and other available data to improve programs such as Our House, Podcasts, and other engagement channels
Dynamic outlook towards customer data, preparing reports, and presenting findings.
Specialist in reporting, KPI analysis and expert in creation of reports and dashboards that can be used for strategical decision-making including budgeting and billing decisions.
Effectively monitor and track customer experiences across online and offline channels and touchpoints.
Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered