Customer Experience Specialist

Customer Experience Specialist I

The Customer Experience Specialist I serves as a primary point of contact for clients, guests, and staff, helping ensure every interaction with ESC Region 13 is welcoming, professional, and well supported. This position provides day-to-day customer service through a combination of in-person interaction, phone and email support, technical assistance, and conference and meeting support. The Customer Experience Specialist I assists customers with registration, account access, payments, refunds, and general inquiries; prepares conference and training spaces for daily operations; provides technical support for meetings and events; and supports Region 13 staff in delivering successful workshops and events. Success in this role requires excellent customer service, attention to detail, sound technical aptitude, and the ability to anticipate needs while managing multiple priorities in a fast-paced environment.

Required Qualifications (Knowledge, Skills, Experience, and Education/Certificates): High school diploma or equivalent Two (2) years of experience in customer service, hospitality, office administration, conference services, event support, or a related field Proficiency with Microsoft Office and common office technology such as Zoom and Teams

Preferred Qualifications: Associate or bachelor's degree preferred Demonstrated commitment to delivering exceptional customer service Experience supporting conferences, meetings, training events, hospitality operations, or customer-facing services Knowledge/Skills: Strong organizational skills and attention to detail Excellent written, verbal, and interpersonal communication skills Ability to prioritize multiple assignments while adapting to changing needs and deadlines Aptitude for troubleshooting meeting technology, including audio/visual equipment, laptop connectivity, Zoom, and Microsoft Teams meetings Ability to work independently at satellite campuses when needed Demonstrated troubleshooting, critical thinking, and problem-solving skills

Major Responsibilities: Serve as a representative of ESC Region 13, displaying courtesy, tact, consideration, and discretion in all interactions with other members of the educational community and with the public Provide daily in-person, phone, and email support to Region 13 staff and clients, assisting with account access, event registration, payments, refunds, and general customer inquiries. Prepare the building for daily operations by ensuring conference rooms, equipment, and supplies are ready and configured according to the daily schedule and anticipated attendance. Provide technical support for meetings by troubleshooting audio/visual equipment, presentation software, laptop connectivity, Zoom meetings, and Microsoft Teams meetings. Support Region 13 workshops and events by assisting staff with meeting logistics, room readiness, customer needs, and event operations. Welcome guests, assist with onsite registration, and deliver a positive, professional customer experience throughout their visit. Monitor the appearance and readiness of customer-facing spaces and coordinate or escalate maintenance needs to ensure a safe, clean, and professional environment. Perform other duties as assigned

Supervisory Responsibilities: This position has no direct supervisory responsibilities but may provide training and guidance to coworkers as needed. Budget Responsibilities: This position has no direct budget management responsibilities.

Working Conditions (Physical/Mental Demands & Environmental Factors) Follow ESC Region 13 policies and procedures Attendance and punctuality are essential. Frequent interruptions and changing priorities. Maintain emotional control and professionalism under pressure. Establish and maintain effective working relationships. Flexibility to work evenings and weekends as needed. May be required to lift and carry light to medium loads (up to 25 pounds). May be required to climb a ladder. Prolonged sitting, standing, walking, and movement throughout the campus. Hearing, speaking, and visual acuity sufficient to perform assigned duties. Occasional travel to ESC Region 13 satellite campuses may be required. This is an onsite, in person position. Equipment Used: Typical office equipment (computers, printers, copiers, telephones, and mobile devices); audio/visual equipment; videoconferencing systems; presentation technology; point-of-sale/payment processing equipment; and other equipment as job requirements evolve. Benefits: Generous contribution to medical benefits Twelve vacation days per year Ten leave days per year Discounted wellness offerings

Education Service Center Region 13