Customer Experience Specialist at Elite Truck in Washington, North Carolina

Job Title

Customer Engagement: Conduct proactive follow-up calls and communications with customers after product delivery. Ensure customers are satisfied with their products and overall experience. Answer questions regarding installation, product operation, maintenance, and available resources. Build rapport with customers while representing the Elite Truck brand professionally. Create memorable customer interactions that encourage long-term loyalty.
Customer Advocacy: Identify customers experiencing concerns before they become escalated. Coordinate with Customer Support Specialists to ensure timely issue resolution. Act as the customer's advocate by communicating concerns internally. Follow through until customer issues have been resolved.
Voice of the Customer: Collect customer feedback regarding products, shipping, installation, and service. Document customer insights within company systems. Identify recurring themes and trends affecting customer satisfaction. Share recommendations with leadership for process improvements. Support customer satisfaction surveys and Voice of the Customer initiatives.
Relationship Building: Encourage customers to register products, subscribe to communications, and utilize available resources. Identify opportunities for additional products or accessories when appropriate without high-pressure selling. Encourage online reviews and testimonials from satisfied customers. Support referral initiatives and customer loyalty programs.
Cross-Functional Collaboration: Partner with Sales, Customer Support, Product Management, Marketing, Operations, and Shipping to resolve customer concerns. Communicate customer feedback that can improve products, processes, or customer communications. Assist in developing customer education materials and FAQs.
Documentation & Reporting: Maintain accurate records of customer interactions. Track callback completion rates and customer satisfaction metrics. Report recurring customer issues to leadership. Assist with departmental reporting and KPI tracking.
What We're Looking For Required: High school diploma or equivalent required. Associate's or Bachelor's degree preferred 2+ years of customer service, customer support, hospitality, or customer success experience preferred Exceptional verbal and written communication skills Strong interpersonal and relationship-building abilities Excellent active listening skills Professional phone presence Strong organizational and time management skills Comfortable learning technical products Ability to handle multiple priorities simultaneously Proficiency in Google Suite and CRM/customer service software Preferred: E-commerce customer service Automotive or truck accessory industry Customer Success or Customer Experience programs Survey and feedback management CRM systems Gorgias, Salesforce, HubSpot, or similar platforms
Key Skills & Competencies The ideal candidate demonstrates: Empathy Positive attitude Emotional intelligence Problem-solving Initiative Adaptability Professionalism Accountability Attention to detail Strong communication Customer-first mindset
Working at Elite Truck We offer a competitive and evolving compensation and benefits structure designed to support both professional growth and personal well-being. These include: High-impact role supporting customer experience and retention Opportunity to grow within a rapidly scaling e-commerce company Collaborative, team-oriented work environment Onsite role based in Washington, NC Competitive salary Health, dental, and vision benefits Paid time off and company holidays Parental leave Growth & Development We believe that strong individuals build strong teams, and we invest in both. Our approach to development includes: Structured onboarding and role-specific training Ongoing feedback through 1:1s and performance conversations Cross-functional exposure across Sales, Operations, and Product teams Opportunities to expand product and industry knowledge Access to tools and resources that support continuous learning
Join Us Ready to deliver exceptional customer experiences and be part of a team that values reliability, teamwork, and continuous improvement? Join Elite Truck and help us provide a seamless, high-quality experience for every customer interaction where your work directly impacts satisfaction, retention, and company growth.