Talent Experience Specialist

BEELINE•Jacksonville, FL

1d•Onsite

About The Position

The Talent Experience Specialist supports customers day to day and works closely with the Talent Experience team and internal and external stakeholders to provide a positive end-to-end customer experience. The role handles customer support through inbound tickets, chat, and telephone, while troubleshooting issues, documenting cases, and coordinating resolutions. The position also analyzes talent data and third-party services, contributes to customer-facing and internal support materials, and helps maintain accurate data and high customer satisfaction.

Requirements

At least 1 year of customer service or related experience.
Self-motivated, proactive team player with innovative ideas to encourage customer loyalty and adoption.
Diplomacy, tact, and poise under pressure when addressing customer issues.
Clear and effective communication skills in person, by phone, and by email.
Proficiency with the MS Office Suite.
Ability to drive change with a high-energy, can-do attitude and comfort working in a high-performance, entrepreneurial, open-door environment.
Outstanding communication and teamwork, attention to detail, and understanding of how finance initiatives support the business’s long-term strategy.
Strong analytical and problem-solving skills.
Ability to work autonomously.
Attention to detail.

Nice To Haves

Bachelor’s degree preferred.
Experience with Zendesk; it is a plus but not required.
Experience with staffing and/or technology companies preferred.

Responsibilities

Build and nurture customer relationships by providing customer support through inbound tickets, chat, and telephone.
Remain available at a desk during working hours in a quiet, distraction-free environment to answer phone calls.
Handle 70 or more tickets and 35 or more incoming phone calls per week.
Respond to inquiries with compassion, speed, accuracy, and professionalism to support customer satisfaction.
Manage incoming requests, troubleshoot issues, and provide timely and effective solutions.
Analyze data and support Vendor Management Systems and third-party services where talent data is entered, understanding effects on talent and making adjustments as needed.
Coordinate corrective actions with internal teams, including finance and human resources, and with client representatives to resolve complaints, disputes, and special requests in a timely manner.
Improve FAQ and training materials for internal and external customers based on common issues and feedback.
Maintain data hygiene and integrity through detailed case documentation and interpretation of policies, procedures, and guidelines.
Use multiple software programs simultaneously while communicating with internal and external customers at all levels.
Troubleshoot product failures and recommend escalations when necessary.