Customer Experience Onboarding Specialist at FiberOne Broadband

Responsibilities

• Lead and manage a team of customer experience/onboarding specialists, providing guidance, coaching, and mentorship to ensure their success.
• Collaborate with cross-functional teams to develop and implement effective customer onboarding strategies and processes.
• Ensure exceptional customer service delivery by monitoring team performance, resolving escalated customer issues, and providing timely feedback.
• Manage inbound customer communications – Answer incoming calls and emails to address customer questions, requests and issues.
• Track interactions in CRM – Record customers interactions in internal system for cross-functional awareness and relationship development.
• Develop and maintain comprehensive training programs for new team members, ensuring they are equipped with the necessary skills and knowledge.
• Analyze customer feedback and data to identify areas for improvement in the onboarding process and implement necessary changes.
• Act as a subject matter expert, providing expert guidance and support to team members and customers regarding complex onboarding matters.
• Collaborate with the management team to set performance goals and metrics, tracking team performance and implementing improvement plans as needed.
• Stay updated on industry trends and best practices in customer service and onboarding, proactively bringing new ideas and solutions to enhance the team's performance.
• Foster a positive and inclusive team environment, promoting teamwork, open communication, and a customer-centric mindset.

Qualifications

• Bachelor's degree in marketing, communications, advertising, business management, or a related field preferred.
• 3-5 years experience as a customer experience specialist or in a similar customer support role.
• Extensive experience in gathering and interpreting customer experience information.
• Solid knowledge of online customer engagement platforms and channels.
• Proficiency in MS Office, as well as CX and CRM software.
• Exceptional interpersonal skills and a client-centered approach.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.