Customer Experience Specialist

Pinnacle Partners, Inc

Job Description

About the Role

Pinnacle Partners is recruiting for a Customer Experience Specialist who will serve as a key point of contact for customer concerns and help create positive service experiences. This role will partner with internal teams and locations to address issues, respond to customer feedback, and identify opportunities to improve overall satisfaction.

Key Responsibilities:

Handle incoming customer calls and coordinate with the appropriate locations to address questions, concerns, and service-related issues.
Manage customer communications received through email and social media, providing timely and professional responses throughout the day.
Review customer surveys and reported incidents promptly, with a goal of responding within 24 hours and reaching resolution within 72 hours.
Partner with the Customer Experience Manager to review feedback and service data and help identify ways to reduce issues throughout the booking experience.
Track and respond to customer reviews and complaints submitted through consumer reporting and review platforms.
Contribute to a positive, service-focused environment for both customers and coworkers.
Review location practices and collaborate with management, internal teams, and location contacts to help prevent recurring customer service concerns.
Review daily customer satisfaction results and use the information to help assess service performance across locations.
Support the Customer Experience Manager with preparing and distributing reports to internal teams and locations.

Requirements:

At least two years of customer service-related experience.
Strong problem-solving skills with the ability to think creatively in a fast-paced setting.
Professional communication skills with the ability to respond quickly and effectively to customer needs.

Explore More Administrative & Customer Service Opportunities

Our Administrative & Customer Service division covers areas including:

Administrative Assistant
Executive Assistant
Customer Service Representative
Receptionist
Data Entry

Explore additional Administrative & Customer Service roles and learn more about how we support Administrative & Customer Service professionals:

Not the right fit?

We're hiring across multiple divisions:

Accounting & Finance
Human Resources
Information Technology
Engineering & Manufacturing

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Vacancy posted 1 day ago

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