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
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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