Customer Experience & Digital Communications Specialist
MP RPO, Orleans, MA, United States
Customer Experience & Digital Communications Specialist
Full-Time | Competitive Pay + Benefits
Hybrid Customer Support Role (Digital + Phone)
About the Opportunity We are a well-established, family-owned service organization with over 40 years of experience delivering high-quality products and exceptional customer care. As our service operations evolve, we are expanding our team with a Customer Experience & Digital Communications Specialist-a role designed for today's modern, technology-driven service environment.
This position blends customer service, digital communication, and real-time coordination, supporting both traditional phone interactions and a growing AI-powered communication platform.
Position Overview This is a hybrid communication role where you'll serve as a central point of contact for customers, helping them navigate service needs through both digital platforms and phone-based support.
You’ll play a key role in ensuring a smooth, efficient, and high-quality customer experience while working within a system that supports scheduling, diagnostics, and service coordination.
Key Responsibilities Digital Customer Communication Respond to customer inquiries through a digital platform (chat, messaging, online requests) Translate customer concerns into clear service requests Maintain fast, accurate, and professional written communication
Phone-Based Support Handle inbound and outbound service calls Guide customers through service issues, expectations, and next steps Deliver a high-touch, customer-focused experience
Service Intake & Coordination Collect and document key service details (model numbers, serial numbers, symptoms) Prioritize and route service requests appropriately Assist with scheduling and coordinating service appointments
Operations & Team Collaboration Partner with technicians, dispatch, and parts teams Ensure accurate communication across departments Help maintain workflow efficiency and service quality
Continuous Improvement Adapt to new tools and systems in a tech-enabled environment Contribute to improving digital communication and service processes
What Makes This Role Unique ✅ Not a traditional call center role
✅ Strong focus on digital communication and modern tools
✅ Exposure to technical service operations and diagnostics
✅ Opportunity for growth into operations, service, or technical roles
Qualifications Required 1+ year of customer service, call center, or service coordination experience Strong written and verbal communication skills Comfortable using digital platforms and phone systems Detail-oriented with strong organizational skills Interest in technology and problem-solving High school diploma or equivalent
Compensation & Benefits Competitive pay based on experience Healthcare benefits 401(k) with company match Paid time off, sick time, and parental leave Employee discounts Weekly pay
#J-18808-Ljbffr
Hybrid Customer Support Role (Digital + Phone)
About the Opportunity We are a well-established, family-owned service organization with over 40 years of experience delivering high-quality products and exceptional customer care. As our service operations evolve, we are expanding our team with a Customer Experience & Digital Communications Specialist-a role designed for today's modern, technology-driven service environment.
This position blends customer service, digital communication, and real-time coordination, supporting both traditional phone interactions and a growing AI-powered communication platform.
Position Overview This is a hybrid communication role where you'll serve as a central point of contact for customers, helping them navigate service needs through both digital platforms and phone-based support.
You’ll play a key role in ensuring a smooth, efficient, and high-quality customer experience while working within a system that supports scheduling, diagnostics, and service coordination.
Key Responsibilities Digital Customer Communication Respond to customer inquiries through a digital platform (chat, messaging, online requests) Translate customer concerns into clear service requests Maintain fast, accurate, and professional written communication
Phone-Based Support Handle inbound and outbound service calls Guide customers through service issues, expectations, and next steps Deliver a high-touch, customer-focused experience
Service Intake & Coordination Collect and document key service details (model numbers, serial numbers, symptoms) Prioritize and route service requests appropriately Assist with scheduling and coordinating service appointments
Operations & Team Collaboration Partner with technicians, dispatch, and parts teams Ensure accurate communication across departments Help maintain workflow efficiency and service quality
Continuous Improvement Adapt to new tools and systems in a tech-enabled environment Contribute to improving digital communication and service processes
What Makes This Role Unique ✅ Not a traditional call center role
✅ Strong focus on digital communication and modern tools
✅ Exposure to technical service operations and diagnostics
✅ Opportunity for growth into operations, service, or technical roles
Qualifications Required 1+ year of customer service, call center, or service coordination experience Strong written and verbal communication skills Comfortable using digital platforms and phone systems Detail-oriented with strong organizational skills Interest in technology and problem-solving High school diploma or equivalent
Compensation & Benefits Competitive pay based on experience Healthcare benefits 401(k) with company match Paid time off, sick time, and parental leave Employee discounts Weekly pay
#J-18808-Ljbffr