WHAT DOES A CUSTOMER EXPERIENCE SPECIALIST DO?
Published: September 12, 2024 - The Customer Experience Specialist masters continual product, process, and policy learning to adeptly handle phone, email, and chat inquiries. Skillfully manages high volumes of incoming communications while pinpointing and fulfilling customer expectations to ensure complete satisfaction. Resolves issues promptly, provides essential training, and assists in marketing efforts, enhancing overall customer engagement and program effectiveness.
A Review of Professional Skills and Functions for Customer Experience Specialist
1. Customer Experience Specialist Duties
- Multichannel Communication: Communicate with customers through various channels, such as email, phone, and social media.
- Continuous Improvement Vision: Vision for continued improvement in all facets of the customer journey.
- Positive Customer Interaction: Maintain a positive, empathetic, and professional attitude toward customers always.
- Order Processing: Enter orders for customers and wholesale accounts.
- Shipping Claim Management: File shipping claims and communicate with shipping couriers.
- Account Management: Manage account details for customer and wholesale accounts.
- Problem Solving and Escalation: Solve customer concerns, complaints, and requests while recognizing when escalation is needed.
- Customer Relationship Building: Build rapport with customers to strengthen the customer base.
- Sales Promotion: Help promote sales through recommendations and education on LSF products.
- Product Knowledge: Display comprehensive knowledge of all products.
- Compliance and Customer Response: Stay up to date on basic compliance issues and topics that require specific customer responses.
- Collaborative and Independent Work: Collaborate with colleagues and work independently.
2. Customer Experience Specialist Details
- Customer Onboarding Management: Manage the onboarding and success journey for new customer buildings, including training property management and onboarding residents to the 1VALET ecosystem, and monitoring overall system health for new building deployments.
- Omnichannel Material Development: Help to develop omnichannel onboarding materials/tools to drive customer engagement and satisfaction.
- Customer Support Excellence: Create positive customer experiences by responding to support queries across channels in an effective and timely manner.
- Proactive Customer Engagement: Identify customer needs and take proactive steps to drive stronger CX outcomes (NPS) for property managers and residents.
- Feedback Analysis and Collaboration: Analyze user feedback and collaborate with internal Design, Development, and Installation teams to turn insights into product improvements.
- ROI Analysis Provision: Provide ROI analysis to the customers.
- Solution Provision: Provide customers with business cases and solutions that fit needs.
- Customer Needs Understanding: Understand the commercial and operational needs of the customers.
- Sales Support: Support the sales teams with tenders/RFPs.
3. Customer Experience Specialist Responsibilities
- Customer Liaison: Liaise with customers in response to feedback received through various mechanisms and in accordance with defined service levels.
- Issue Ownership: Provide customers with an outcome or clear direction on an issue, ensuring ownership of the query until completion.
- Customer Advocacy: Act as the Voice of the Customer when interacting with the business, guiding, highlighting, and escalating issues.
- Feedback Management: Attend to or distribute customer feedback or engage in outbound campaigns.
- Feedback Capture: Capture customer feedback and interactions effectively to ensure that meaningful data is collected.
- Issue Identification: Provide informed input in the identification of key issues experienced by customers to enable the right business decisions to be made and prioritized.
- Voice of Customer Sharing: Share examples of ‘Voice of Customer’ stories, both positive and negative, to audiences inside and outside of the core CX team.
- CX Improvement Champion: Champion improvements to CX by identifying common trends and ensuring they are captured in the correct way to drive improvements.
- Service Skill Support: Support first and second line customer service colleagues in developing service skills by providing quality developmental insight based on closed-loop activities.
- Sales Team Support: Provide support for the sales team.
- Software Demonstration: Deliver high-quality demonstrations of complex software offerings.
4. Customer Experience Specialist Accountabilities
- Responsive Communication: Respond to customer inbound calls, emails, and live chat with attentiveness.
- Complex Issue Resolution: Provide thoughtful answers to complex situations while minimizing the customer’s effort.
- Service Level Achievement: Meet or exceed service level expectations consistently.
- Preemptive Support Recommendation: Recommend preemptive support measures for the future.
- Customer Insight Acquisition: Acquire valuable customer insights and share them with the rest of the team to improve education and experience to create customers for life.
- Product Knowledge Maintenance: Stay current with product/platform changes and educate customers on such changes.
- Team Support: Support the team by executing initiatives and collaborating on projects.
- Opportunity Identification: Take initiative and identify areas of opportunity that can contribute to helping the team as it grows.
- Brand & Product Expertise: Learn all facets of the product catalog, offered services, and the business.
- Knowledgeable Support: Provide knowledgeable, timely product and service information over email, chat, and phone.
- Effortless Returns Management: Record return data and coordinate pickups with local charities and recycling services.
- Experience Improvement: Constantly update management on customer-related trends and suggest improvements.
5. Customer Experience Specialist Functions
- Internal and External Support: Provide customer support to internal and external customers.
- High-Volume Call Handling: Handle a large volume of phone calls.
- Inquiry Response: Respond to inquiries regarding orders, product information, stock status, pricing, and shipping information.
- Proactive Communication: Communicate proactively about any order changes.
- Shipping Updates: Keep customers advised of anticipated ship dates and delays.
- Professional Customer Assistance: Assist customers in a professional and calm manner.
- Team Support: Take on additional responsibilities to help support other teams.
- Advanced Support Escalation: Serve as an escalation point for customers seeking advanced information and support from WMQ.
- Issue Resolution: Resolve issues and ensure determination of additional needs.
- Feedback and Reporting: Responsible for ensuring outbound customer calls are undertaken to seek essential feedback and create reports that help drive improvement and data-driven decision-making.
- Sales Liaison: Liaison to VCC Global Sales personnel and process programs.
- Best Practices Development: Develop best practices that focus on improved systems, processes, and management methods that enhance retailer profitability, productivity, and efficiency within the Sales department.
6. Customer Experience Specialist Job Description
- Exceptional Service Delivery: Deliver exceptional customer service through phone, email, and live chat, constantly striving to make things better, faster, and smoother for customers.
- Solution-Oriented Service: Take a service and solution-oriented approach to all interactions, using strong judgment to balance being policy-driven with making it right for the customer.
- Customer Advocacy: Advocate on behalf of the customer to ensure a consistent and valuable experience for each customer.
- Product Improvement Recommendation: Recommend product improvements based on customer feedback, using both qualitative stories and quantified data.
- Cross-Departmental Liaison: Liaise cross-departmentally between Customer Experience, Operations, Marketing, and Product teams.
- Efficiency Opportunities: Identify opportunities and drive solutions to enable efficiency, specifically thinking about automation and improved back-office tools for the team.
- Pilot Conversion Management: Manage the conversion of pilots in new and existing customer sales from initial opportunity through to results.
- Best Practices Communication: Communicate best practices to the field and Retailers, and document them on the Best Practices Development website.
- Retail Implementation: Work with and through the Retail Product & Process Managers to implement the best practices at Retailers.
- Brand Standards Communication: Communicate the purpose and goals of the Brand standards program, as well as provide meaningful and actionable information, to the internal organization, field, and Retailers.
- Vendor Relationship Management: Manage vendor relationships to optimize the developmental and analytical resources directed towards improving customer satisfaction and owner loyalty efforts.
7. Customer Experience Specialist Overview
- Customer Experience Delivery: Provide a world-class customer experience through every contact with the customer.
- Process Framework Development: Develop a clear working method/framework for receiving, reviewing, recording, and responding to inbound customer requests, complaints, and queries from all sources.
- Inquiry Response: Answer the customer service phone line and respond to email inquiries by showing each customer a willingness to listen, an eagerness to understand, and a hunger to help.
- Product Expertise: Know products inside and out so that you can answer questions and make appropriate recommendations that are best for the customer.
- Template Quality Improvement: Improve the quantity and quality of the library of standard response templates.
- Technology Utilization: Assist in developing the use of technology in this area to improve performance, measurement, and education.
- Data Reporting: Work with the entire Customer Experience Department to accurately report and circulate a monthly customer report with clear insights on what the data means.
- Sales and Marketing Collaboration: Align and liaise with sales & marketing on social media challenges and requests.
- Interdepartmental Communication: Communicate and coordinate with appropriate company colleagues.
- Brand Standard Evolution: Responsible for the Network-driven evolution of Brand Standards and the JDP retailer consultation program.
- Customer Satisfaction Innovation: Develop innovative ideas to improve Customer Satisfaction & Loyalty efforts to improve the competitive advantage for the Volvo brand.
- Training Development: Responsible for collaboration with the Training Manager with curriculum development for internal and Retailer personnel.
8. Customer Experience Specialist Details and Accountabilities
- Experience Design: Design services and experiences that lead to positive shifts in customer experience and business results.
- Design Research: Conduct design research to understand the customer and stakeholder needs.
- Framework Development: Maintain and develop the end-to-end and customer-to-core framework to bring about change across the organization, in order to improve experiences for customers.
- Stakeholder Engagement: Facilitate, engage, and guide a diverse group of stakeholders across the enterprise through the design process.
- Service Monitoring: Contribute to the ongoing management and monitoring of human-centered services and experiences.
- Holistic View Adoption: Take an end-to-end and customer-to-core view.
- Collaborative Support: Collaborate and support stakeholders across the enterprise towards becoming a customer-led organization, demonstrating the potential customer and business value of proposed initiatives to specialists and managers.
- Order Management: Manage orders from start to finish.
- Order Processing: Process customer orders using the company's in-house order management system.
- Administrative Resolution: Resolve all administrative tasks associated with customer orders.
- Client Service Excellence: Offer exceptional service to clients over the phone and email.
9. Customer Experience Specialist Tasks
- Voice of Customer Analysis: Analyze customer feedback from various sources (call center complaints, NPS results, social media comments, vendors, and internal stakeholders) to bring actionable insights to improve LolaFlora customer experience.
- Experience Gap Definition: Define the experience gaps to reach NPS targets and prioritize actions accordingly.
- Customer Journey Creation: Create E2E customer journeys for selected Moments of Truth (order, complaint, return, etc.) to create the ideal experience.
- Service Excellence Maintenance: Work continuously to ensure the best service at all touch points: call center, web, mobile app, etc.
- Process Optimization: Challenge vendor and customer service processes to prevent adverse effects on customer experience.
- Exceptional Customer Experience Delivery: Deliver killer customer experience through phone, email, live chat, and social media.
- Product Education: Ensure MogoMembers are educated about Mogo's entire suite of products and understand the benefits.
- Continuous Learning Engagement: Actively participate in continuous learning sessions to keep yourself current on products and services.
- Team Spirit Contribution: Contribute to Mogo’s amazing team spirit and have FUN at work, while enjoying awesome Mogo perks like tasty office snacks, exciting monthly events, and an amazing team culture.
- Inbound Communication Handling: Handle inbound calls and emails from a variety of both B2B and B2C clients.
- Content Modification: Modify program content in SDL and Aprimo.
- Collaboration for Solution Optimization: Work with Regional and Global teams to optimize and improve solution offering.
10. Customer Experience Specialist Roles
- Continuous Learning: Prepare for customer phone calls, emails, and chat inquiries through continuous learning of products, processes, and policies.
- Volume Management: Effectively manage a large volume of incoming calls, emails, and chat requests.
- Customer Insight: Identify and assess customer expectations, aiming to achieve total customer satisfaction.
- Empathetic Response: Respond to customer inquiries with understanding.
- Problem Resolution: Resolve product and service issues in a timely manner by finding the resolution that best meets the customer’s needs.
- Complaint Handling: Investigate, review, and respond to customer complaints.
- Technical Assistance: Assist in entering rework tickets.
- Program Coordination: Plan and coordinate mymobility customization protocols with relevant healthcare professionals.
- Training Delivery: Provide onsite and remote go-live training.
- Program Monitoring: Monitor and report on mymobility program utilization.
- Marketing Support: Support stakeholders with marketing collateral preparation.