POSITION OVERVIEW:

As a member of the highly skilled Customer Experience Specialist team, our goal is to provide world-class support to our advisors and their clients. In this role, you will leverage your in-depth supplier and industry knowledge to facilitate seamless order tracking, manage escalations, and ensure smooth post-sale installation support.

QUALIFICATIONS:

• Bachelor’s degree or equivalent experience in customer implementation or a related field.
• A minimum of 3 years of experience in post-sales support or a customer service role.
• Exceptional communication skills, both written and verbal; ability to convey complex information clearly.
• Strong problem-solving skills with a proactive approach to resolving customer concerns.
• Adept at using CRM software and other support tools efficiently. (Salesforce preferred but not required)
• A friendly demeanor with a passion for helping others succeed.
• The ability to work independently as well as collaboratively within a team environment.

• Advisor & Client Support: Deliver exceptional customer service to advisors and clients by assisting with order tracking, escalations, and post-installation inquiries.
• Issue Resolution: Quickly identify and resolve issues, ensuring that client concerns are addressed effectively and professionally.
• SUPPLIER & SYSTEM NAVIGATION:Utilize extensive knowledge of supplierand internal processes and systems to support troubleshooting and facilitatetimely solutions.
• Product Expertise: Develop a strong understanding of various technologies and products to guide advisors in making informed decisions, aligningexpectations and providingsupport with implementation and activation issues.
• Negotiation & Expectation Management: Negotiate with suppliers and internal teams to set clear expectations and ensure all parties are aligned on deliverables and timelines.
• Conflict Management: De-escalate customer or advisor concerns, working across multiple teams to identify root causes and offer solutions.

Ideal Candidate Attributes:

• Communication Skills: Exceptional verbal and written communication skills are essential for clear and effective interactions.
• High-Pressure Environment: Ability to thrive in a fast-paced, high-pressure environment with tight deadlines.
• Problem-Solving & Conflict Resolution: Proven ability to manage conflicts professionally and resolve issues by identifying solutions and opportunities for improvement.
• Adaptability & Technical Proficiency: Comfortable navigating various systems, with a solid understanding of technologies and products within the industry.
• Team Collaboration: Ability to collaborate with multiple parties, both internal and external, to achieve successful outcomes.

Additional Information:

• The ideal candidate is someone who excels in a fast-paced environment, is solution-oriented, and enjoys working as part of a team to deliver superior customer experiences. You should possess a deep understanding of supplier and internal systems, have excellent communication skills, and be capable of managing challenging situations with professionalism and composure.