CUSTOMER EXPERIENCE SPECIALIST at iNet - Infrastructure Networks Inc

Midland, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Dec, 25

Salary

0.0

Posted On

17 Sep, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer-Centric Mindset, Project Management, Communication Skills, Analytical Skills, Organizational Skills, Data-Driven, Problem Solving, Team Player, Technical Knowledge, Adaptability, Service Reliability, Customer Satisfaction, Performance Monitoring, Continuous Improvement, Cross-Functional Collaboration, Trust Building

Industry

Telecommunications

Description

Description At iNet, we’re redefining what it means to connect the world. Headquartered in the USA with operations spanning North America, Europe, the Middle East, Latin America, and Asia Pacific, we deliver cutting-edge satellite and networking solutions that solve our enterprise clients’ most complex communication challenges. iNet is seeking a dedicated Customer Experience Specialist (CES) for Drilling & Completions to champion customer satisfaction and operational excellence across our telecommunications services. As the voice of the customer, you’ll ensure field operations for major clients receive timely, high-quality, and reliable service tailored to their needs, safety standards, and operational goals. The CES bridges customer expectations and internal execution, driving loyalty, retention, and long-term value. This position will be working out of our Midland, Texas office. In this role you will: Serve as the primary customer advocate for field operations and management teams within assigned client accounts. Guide the full customer journey from pre-install coordination through post-deployment follow-up and performance monitoring. Proactively ensure service reliability, responsiveness, and customer satisfaction across all touchpoints. Track, analyze, and report on service performance, customer feedback, and experience metrics (e.g., uptime, NPS, resolution time). Translate customer needs and feedback into actionable service enhancements and process improvements. Lead recurring customer check-ins and review meetings, ensuring alignment and transparency. Support Sales and Account Management by closing the feedback loop and ensuring accurate documentation of service delivery. Collaborate closely with Operations and Engineering to quickly resolve service issues and proactively prevent recurrence. Identify pain points or gaps in the customer experience and work cross-functionally to drive continuous improvement initiatives. Align internal service standards and delivery processes with evolving customer expectations and field requirements. Requirements High school diploma or GED. 5+ years in telecom and oil & gas. 2+ years in IT. strong project management background. Excellent communication, analytical, and organizational skills. Willingness to travel (20% expected). Ability to pass background check and a prestart drug & alcohol screen. Strong customer-centric mindset with the ability to build trust, empathy, and rapport in dynamic field environments. Exceptional communication skills—able to translate technical service concepts into clear, actionable information. Comfortable managing urgent or emotionally charged situations while maintaining professionalism and composure. Agile and solution-focused, with a demonstrated ability to adapt to shifting priorities and environments. Data-driven with a strong ability to identify trends, root causes, and opportunities for improvement. Team player who thrives in cross-functional settings and knows how to influence without authority. Working knowledge of network systems and field technology preferred, with the ability to learn technical concepts quickly. Field visits 2–3 days/week; office or remote otherwise. Physical activity required (lifting up to 50 lbs, climbing, etc.). At iNet, we know that great people make a great organization. We value our team and offer a comprehensive benefits package, including: Safety and customer-specific training and certifications Medical, dental, and vision coverage for employees and dependents $50,000 in paid life insurance Employee referral program Annual bonus potential Paid time off and holiday pay 401(k) plan

Responsibilities

The Customer Experience Specialist will serve as the primary advocate for customer satisfaction and operational excellence in telecommunications services. This role involves guiding the customer journey, ensuring service reliability, and translating customer feedback into actionable improvements.