Position Title: Customer Experience Specialist
Department: Customer Care
Compensation: $44,000 + Commission
FLSA status: Exempt
Location: Hybrid
Bonus Structure: Bonus opportunities are available for increasing accounts managed revenue through products & service upgrades and referrals to the Sales Team.
Description: The Customer Experience Specialist ensures our users are happy, engaged, and reference-able through quick, thorough responses to support tickets, calls and proactively reaching out to their accounts to measure
engagement, satisfaction and to propose new services that may enhance their ActivEngage experience. This is a fast-paced role requiring a passion for customer success and a knack for problem-solving. Must enjoy interacting with clients and co-workers. This position is based out of our corporate office in Maitland, FL. As a hybrid employee your on-site days will be determined by your manager.

QUALIFICATIONS:

• To perform this job successfully must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skills, and abilities to perform the essential functions.
• Bachelor’s degree is preferred but not required
• Automotive industry experience preferred and previous B2B experience a plus
• Salesforce experience preferred
• Proficient on phone and with written communications
• Encouraged the use of professional and personal social media (LinkedIn) to communicate and engage with accounts

• Responding to incoming communications from Dealer Partners
• Compiling Reporting to review with Dealer Partners
• Set up new accounts, working with website providers and clients, and other partners
• Collaborate to troubleshoot and respond quickly
• Document all tasks, calls, emails and issues within Salesforce, so trends can be identified and shared across departments
• Implement broad changes within the AE console and graphics deployment
• Reviewing Sites confirming graphics are correct and within compliance
• Ensure users are fully engaged with products/services
• Leverage professional and personal social media platforms (e.g., LinkedIn) to communicate, engage, and build relationships with key accounts and industry stakeholders. Actively promote company initiatives and foster meaningful interactions to enhance brand visibility and customer engagement.