Customer Experience Specialist - remote

Customer Experience Specialist

US-Remote

Category

ManagementPosition Summary

Amerit Fleet Solutions is looking for a Customer Experience Specialist to join our growing Service Delivery Team! The ideal candidate will have the dedication to create and apply effective sales/customer service tactics and will demonstrate organization and planning. Under the direction of the Senior Customer Experience Specialist, the role will support an account that services ~1500 clients. The goal is to manage administrative tasks that increase our overall business revenue and client sentiment.

This is a work from home role.

Compensation: Competitive Salary Pay –Paid weekly, every Friday! Salary range $60k-65k

What’s in it for you? Benefits include medical, dental, vision, paid holidays, Unlimited PTO, 401K, flexible spending accounts, life insurance, disability insurance, growth opportunities, progressive company culture, and so much more!Essential Duties &Responsibilities

• The core focus of this role is maximizing Customer Satisfaction with our client. This will be measured primarily by Client Satisfaction scores and Client Adoption.
• Enhancing the client experience includes:
  • Responsible for working internally within Amerit to ensure all issues are managed to completion and within time-bound Service Level Agreements (SLAs).
  • Providing ad-hoc training and open office hours to client to maximize utilization of Amerit programs.
  • Responsible for launching new initiatives to increase client engagement
  • Work collaboratively with Amerit’s marketing team to promote high frequency communication with the client
  • Ability to de-escalate client concerns with outstanding customers service skills, and timely and thorough follow up.
  • Attend regular virtual meetings with Amerit and Client
  • Recommend process improvement recommendations that would improve the client experience, and present to Amerit leaders.Key Competencies and Minimum Education
    • This is an individual contributor role but a successful candidate will exhibit leadership tendencies and attributes by working cooperatively among client and Amerit team members to achieve high client satisfaction.
    • Teamwork –the ideal candidate builds bridges among all Amerit functions to work collaboratively on common goal
    • Customer-Focused
      • Balance needs of Amerit and our customers to produce an optimal service delivery outcome
      • Ability to receive feedback including customer surveys, KPI results, and/executive guidance and implement program changes quickly to improve results.
      • Takes Initiative and sees around corners.
        • Ability to thrive in a dynamic and constantly changing business model.
        • Client-focused individual with experience running a business while identifying and managing improvement initiatives.
          • Time management and planning skills –identify, prioritize, and action the most essential business needs.
          • Excellent and professional communication skills, both internally and externallyWorking Conditions
            • Proficiency in English is a requirement
            • Bachelor’s Degree or 2 years of equivalent education, training, and experience in business administration, sales, or relevant field is a plus.
            • Proficiency in MS Office, especially Microsoft Excel, Word, and PowerPoint
            • Ability to use internet-based portal
            • Experience in administrative or customer support
            • Experience in maintaining internal and external relationships