Position SummaryThe Client Experience Specialist is a key member of a purpose-driven team dedicated to supporting prospective and current members within a large-scale, accredited leadership honor society. This role focuses on providing high-quality support through the CARE philosophy, ensuring all interactions are Connected, Attentive, Responsible, and Enthusiastic.ResponsibilitiesOmnichannel Support: Provide exceptional service via live chat, WhatsApp, phone, text, and email.Performance Excellence: Meet or exceed key scorecard metrics, including Customer Satisfaction (CSAT) and Call Quality Scores.Inquiry Management: Handle a high volume of customer inquiries accurately and efficiently across multiple queues and skill sets.Relationship Building: Foster sustainable trust with members through open, proactive, and interactive communication.Issue Resolution: Address customer complaints by providing appropriate solutions and alternatives within established time limits, following up to ensure full resolution.Knowledge Management: Maintain an up-to-date understanding of evolving products, services, and internal tools.Required Skills and AbilitiesBilingual Proficiency: Must be fluent in both English and Spanish.Technical Aptitude: Computer savvy with the ability to type 50+ WPM (90% accuracy); experience with HubSpot is a plus.Communication: Excellent interpersonal, verbal, and written communication skills.Emotional Intelligence: High level of professionalism, empathy, and the ability to handle demanding situations with patience and politeness.Problem-Solving: A proactive, solution-based approach to handling issues and the ability to thrive in a fast-paced environment.Operational Reliability: Must have highly reliable internet service and demonstrate strong dependability, discipline, and punctuality.Experience & Education: 3-5+ years of customer service experience with a track record of exceeding quotas or metrics. High school diploma or GED required.Adaptability: Must be flexible with scheduling and receptive to constructive professional feedback.Powered by JazzHR
