Customer Experience Specialist

Support our clients Customer Experience (NPS/Falcon) program by proactively reaching out to customers, driving survey participation, and collecting feedback. This role is heavily focused on outbound communication, customer follow‑ups, and internal coordination to improve response rates and customer satisfaction.

Key Responsibilities
Customer Outreach (Primary Focus - 80% of job)

Identify customers who haven’t responded to NPS surveys

Make outbound calls and send follow‑up emails to drive responses

Contact customers with bounced survey emails to update contact info

Assist customers with completing surveys (resend links, walk through questions)

Educate customers on the purpose and value of NPS surveys

Track all interactions, updates, and outreach activity (Excel/OneNote)

Meet outreach cadence and response rate goals

Internal Communication & Support

Partner with Sales, Service, Operations, and NPS Council teams to keep data current

Escalate customer issues or concerns to the right internal teams

Participate in NPS meetings and provide feedback trends

Track and report common reasons for non‑responses

Must-Haves

2–3 years of experience in:

Customer communication, customer service, or phone-based sales

Strong verbal and written communication skills

Comfortable making high-volume outbound calls/emails

Highly organized with strong time management skills – Ability to manage multiple tasks throughout the day

Proficient in Microsoft Office (Excel + Word)

Plusses

Associate’s degree in Business, Marketing, or related field (or equivalent experience)

Experience with NPS, customer satisfaction programs, or survey tools

Experience working cross-functionally with sales or operations teams

CRM or customer data tracking experience

Exposure to lead generation or identifying sales opportunities

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