<span>Customer Experience Specialist</span>

Networx Systems • Atlanta, GA

374d • Remote

About The Position

The Customer Experience Specialist at Networx Systems, Inc. plays a crucial role in ensuring the satisfaction and success of a network of over 15,000 contractors. This position serves as the primary point of contact for contractors, addressing their needs, resolving issues, and fostering long-term relationships. The role involves multitasking, handling onboarding processes, and implementing retention strategies while delivering exceptional service.

Requirements

• 2 years of experience in customer support or account management in a similar role
• Experience in customer retention
• Excellent verbal and written communication skills
• Strong problem-solving and decision-making abilities
• Ability to multitask while maintaining attention to detail and accuracy
• Experience using CRM software and Microsoft Office Suite

Responsibilities

• Provide timely and accurate assistance in resolving various types of contractor issues
• Collaborate with internal teams to optimize contractor satisfaction
• Follow established Quality Assurance guidelines
• Effectively retain customers who have initiated the cancellation process
• Meet quality standards and sustain meeting KPIs like time to resolve and save rate
• Act as a liaison between contractors and cross-functional teams to ensure timely and effective communication
• Develop and maintain strong relationships with contractors to drive retention and satisfaction by providing value in every interaction
• Identify opportunities for process improvement and collaborate with the team to implement solutions
• Perform other duties as assigned by the management team
• Efficiently handle incoming contractor inquiries via phone and email
• Utilize internal CRM to note customer interactions and account updates fully

Benefits

• Health Care Plan (Medical, Dental & Vision)
• FSA and HSA Options
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation & Paid Holidays)
• Short-Term & Long-Term Disability
• Training & Development
• Work From Home Flexibility
• Wellness Resources
• Competitive pay and bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Nondurable Goods
• Education Level: No Education Listed