Digital Customer Experience Specialist

Morris-Jenkins • Charlotte, NC

2d • $43,000 - $60,000 • Onsite

About The Position

This role, also known as an eSupport Specialist, focuses on supporting customers through digital channels such as chats, texts, and emails. The specialist will guide customers, turn digital conversations into booked appointments by gathering details and assisting them through the process, and follow up on existing opportunities. They will also engage with customers online by responding to reviews and social media messages in the company's voice. A key aspect of the role is identifying patterns and areas for improvement in the customer experience and collaborating with other departments like marketing, contact center, dispatch, operations, and service teams to enhance customer service.

Requirements

• High School Diploma or GED
• 1 year of experience with sales and/or customer support via digital correspondence
• Excellent written & verbal communication skills fluently in the English language
• Ability to write and communicate concisely, yet persuasively
• Impressive Customer Service skills with emphasis on the ability to properly defuse situations and maintain good rapport with customers without verbal communication
• Strong multi-tasking skills with the ability to assist multiple customers at a time
• Able to think quickly, as well as anticipate & solve problems effectively
• Demonstrated competency in Windows-based PC environment, internet, and use of automated systems
• Proficient skills in Microsoft Office applications including Word, Excel, and PowerPoint
• Keyboard typing proficiency a minimum of 50 WPM
• Alignment & commitment to company values (honesty, integrity, fairness, and respect)

Nice To Haves

• Bachelor’s degree in related field, such as Business Admin., Marketing, Public Relations, etc.
• 3+ years of experience in sales and/or customer support via digital correspondence
• Prior experience in marketing

Responsibilities

• Support customers through chats, texts, and emails.
• Turn digital conversations into booked appointments by asking the right questions, gathering details, and guiding customers through the process.
• Follow up on existing opportunities and help create new ones by reaching out to customers who may still need assistance and following up on digital requests.
• Engage with people online by responding to reviews and social media messages in the company's voice.
• Spot patterns and ways to improve the customer experience by noticing common customer questions, issues, or reactions.
• Partner with other departments such as marketing, the contact center, dispatch, operations, and service teams.

Benefits

• You get to be yourself! We’ll give you the tools you need to represent Morris-Jenkins and help customers the right way, but we trust you to bring your own good judgment, warmth, and genuine care to each conversation.
• You’ll be part of an exciting and growing piece of Morris-Jenkins! More and more customers wanna text, chat, email, or message companies instead of making a phone call. You’ll help take care of their problems in the way they like to communicate
• You’ll deliver fast, helpful, personal service and make it easy for people to do business with Morris-Jenkins.
• You’ll be part customer care, part digital problem-solver, and part opportunity creator.
• HUGE company breakfasts, celebrations, contests, and more!
• Voted for the Charlotte Observer’s “Top Workplace” award year after year.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED