Customer Experience Specialist I

Reporting directly to the Customer Experience Specialist Department Manager, the Customer Experience Specialist is responsible for managing customer queries and complaints, along with providing support to our service technicians. The incumbent will exercise good judgment in a variety of situations, has strong written and verbal communication, administrative, and organizational skills, and can maintain realistic balance among multiple priorities. The Customer Experience Specialist is expected to always provide outstanding customer service.

Duties and Responsibilities

Answering incoming customer queries and providing detailed information on products and services on a multi‑line phone system, live customer chats, and text messages.

Using a computerized scheduling system to set and dispatch appointments for new and returning customers in multiple markets.

Responding to issues such as service inquiries, problem resolution, and retaining accounts via email.

Ensuring all appointments are scheduled evenly and within the technician’s service areas.

Assisting the call center with scheduling issues and inquiries.

Assisting technicians with follow‑up appointments for customers and any scheduling issues.

Prioritizing conflicting needs; handling matters expeditiously and proactively, and following through on projects to successful completion, often with deadline pressures.

Maintaining a positive, empathetic, and professional attitude toward customers at all times.

Keeping records of customer interactions, transactions, comments, and complaints.

Following up on all pending work orders and working with customers to schedule installations.

Requirements

Proficient computer skills in Word, PowerPoint, Outlook, and Excel.

Must have a positive attitude and positive interpersonal skills.

Self‑starter with resourceful initiative and a strong desire to learn.

Excellent analytical and decision‑making skills with strong initiative.

Excellent attention to detail and accuracy.

Excellent written and verbal communication, in a positive, professional, and effective manner.

Knowledge of the industry is recommended but not required.

Ability to multi‑task as needed.

Ability to stay calm when customers are distressed or upset.

Must be open to working weekends.

Working Conditions

Air‑conditioned office.

Desk and chair.

General office equipment and supplies.

Exposure to potential eye strain and muscle strain due to constant use of a computer.

Must be able to sit for extended periods of time.

Location and Compensation
Location: Woodinville (Onsite). Pay Range between $20–$24. Base pay offered may vary depending on geographic region, internal equity, job‑related knowledge, skills & experience, among other factors. Benefits package includes health, dental, and vision insurance, a 401(k) retirement plan, and paid vacation and holidays.

#J-18808-Ljbffr