Role: As a Client Experience Specialist, you will be pivotal in delivering exceptional customer service by managing support calls and coordinating various aspects of our service department. Your primary responsibilities will include project coordination, managing client communication, outbound calls, logging incoming calls, and service team schedules. Provide exceptional customer service to our customers by effectively coordinating all aspects of our service department and projects as well as keeping excellent communication to ensure their needs are met promptly and effectively. The Client Experience Specialist is a fulltime position of 40 hours per week providing services primarily during our support hours of Monday – Friday 8AM to 5PM (PST) due to the time periods of when our customers will need Client assistance the most. The Client Experience Specialist reports directly to the Client Experience Team Lead.  

Benefits and Compensation:

• 60,000.00 - 89,000.00 PHP
• Permanent Work-From-Home Position
• Monthly Performance Based Bonus
• Annual Bonus
• Health Allowance

Responsibilities:     

Project Coordination: 

• Learn to use the Client's systems and tools to perform responsibilities. 

• Learn the Client/ Company process protocols for performing duties the Company way pertaining to this position. When in doubt, ask for help. 

• Ensure that customers have all necessary information entered in ConnectWise during the onboarding process of projects. 

• Collaborate with the Business Development Representative to confirm onboarding project timelines and ensure that the service department meets customer expectations for completion. 

• Work with Project Manager to find resources needed for project tickets. 

• Understand overall project goals, role, and function of each project team member. 

• Assist the Project Manager to verify project goals and requirements are clear and concise in each project ticket when scheduling and verify your teammates understand prior to delivery.  

• Aid the project team to develop tasks and schedule resources.  

• Aid project team to drive problem investigation and resolution. 

• Follow up with System Administrators on overdue items to ensure project timelines are met without delays. 

• Act as the point of contact for client project requests via multiple channels. 

• Aid the project team in improving customer experience and satisfaction.  

• Monitor schedules and communicate updates/changes to clients and team members for all project related items. 

• Manage client communication on Project.  

• Provide exceptional customer service experiences consistently to our customers by effectively coordinating all aspects of our projects as well as maintaining excellent communication to ensure their needs are met promptly and effectively. 

• Communicate weekly with Account Manager and Business Development Representatives on all project status updates. 

• Identify opportunities to automate projects and enhance processes in collaboration with the Project Manager. 

• Update the statuses of project tickets to sustain momentum and ensure timelines are met. 

• Ensure System Administrators update ticket notes to capture completed work and outline next steps after each scheduled entry. 

• Notify the Client Experience Lead of any issues that arise during the project to ensure accountability for the Project Deployment Team. 

Dispatch and Customer Service: 

• Learn to use the Client's systems and tools to perform responsibilities. 

• Learn the Company's process protocols for performing duties the company way pertaining to this position. When in doubt, ask for help. 

• Serve as the third Client Experience Specialist handling incoming calls. 

• Primary Client Experience Specialist responsible for dispatching and triaging tickets through outbound calls to customers, ensuring all boards are checked daily to prevent tickets from becoming stale as time allows.  

• Proactively schedule and dispatch technicians or hardware to proper locations according to predetermined schedules, customer requests or immediate needs. 

• Efficiently triage, prioritize, and assign requests through ticketing software. 

• Aid the service team in improving customer feeling and satisfaction. 

• Pre-process service requests as they arrive through the ticket portal. 

• Schedule internal and field resources on the ConnectWise Dispatch Portal or Calendar.  

• Aid in fast turnaround customer requests! 

• Communicate with Account Manager on necessary customer inquiries as needed. 

Competencies:     

• Customer Service: Ability to offer support to your co-workers and customers, from the moment they first contact the Client. Providing good customer service means being a reliable partner to our customers and to Client according to the Client's method.  

• Effective communication: Convey vital information to employees, management, and customers. Being able to collaborate with customers and team members to improve overall customer experience. Communicate with Account Manager on all customer inquiries. 

• Conflict Resolution: Handles disagreements between customer and team members and interdepartmental disagreements. Ability to work effectively under stress and remain calm, and to calm other people during rapidly changing situations.  

• Adaptability: Respond to customers’ needs and changes within the company to improve the customer experience. 

• Organizational Skills: Effectively track and maintain schedules and personnel.  

• Multitasking and Prioritization: Attention to detail and accuracy while having a positive attitude and maintaining enthusiasm. Able to rightly understand how to prioritize workload based upon Company's prioritization model and training. 

• Critical Thinking: The ability to think objectively and challenge assumptions when appropriate. 

• Problem Solving: Exercise advanced problem-solving skills to identify, analyze and resolve issues that arise during a project or situation. 

• Product Knowledge: Broad understanding of products and services offered by the Client. When in doubt, ask for help to solve customer issues. 

• Interpersonal Skills: Build relationships within your team to improve collaboration and success. Having the insight into your coworkers, supervisors, or customers’ personality to do your job more effectively. Basic ability to use negotiation skills to discuss and reach an agreement with coworkers and customers professionally. Developing Practice a cooperative approach to work well with others. Motivative individuals who inspire others and take charge when needed. 
   

Character:     

• Integrity and Honesty: Shows ethical behavior and transparency in all actions, even when no one is watching. 

• Humility: Practice humility with all. Know your abilities, defer to others more capable, seek input, and receive guidance. 

• Cheerfulness and Uplifting Attitude: Supports a positive and encouraging demeanor, fostering a pleasant work environment. 

• Compassion and Service-Minded: Shows genuine care for customers and team members, prioritizing their needs and well-being. 

• Consistently Positive: Inspires and guides the team with a clear vision, leading by example. 

• Self-Motivated and Hard-Working: Takes initiative and consistently puts in the effort to achieve goals. 

• Results-Oriented: Focused on achieving measurable outcomes and driving the success of the Client/ Company.

• Accountability: Practices personal and team accountability. 

• Protectiveness: Protects the people, the brand, the assets, and the reputation of the company. 

• Golden Rule:  Treats others the way you want others to treat you. 

• Dependable: Proves they have the character to be reliable, steady and trustworthy. Your teammates can count on you to do your job correctly and on time.  

• Empathy: Has the ability to take on another’s perspective, to understand, feel, and possibly share and respond to their experience.