Customer Experience Specialist

Job Description

Job Description

We are looking for a Customer Experience Specialist to support customers and internal partners by handling questions, resolving concerns, and ensuring each interaction is handled with professionalism and care. This Long-term Contract position is based in Overland Park, Kansas, and is ideal for someone who enjoys creating positive customer experiences while working in a fast-paced service environment. The role combines customer communication, account support, and administrative coordination, with a strong focus on accuracy, responsiveness, and continuous improvement.

Responsibilities:

• Build strong relationships with customers, clients, merchants, and internal teams to deliver a high-quality service experience and encourage continued program engagement.

• Respond to inquiries, concerns, and service requests through phone and email while providing clear information and timely follow-up.

• Calm difficult situations with professionalism, resolve routine issues directly, and direct complex or unresolved matters to advanced support teams or leadership when needed.

• Document conversations, issues, and outcomes thoroughly in the company system to maintain accurate service records.

• Complete daily operational work such as preparing billings, updating accounts and user profiles, processing onboarding activities, and sending approvals or confirmation messages.

• Support program communications by creating and distributing launch-related announcements and other customer-facing updates as assigned.

• Meet established performance expectations, including service levels, quality standards, and productivity goals set by the department.

• Take part in training sessions, team discussions, and feedback meetings to strengthen service delivery and identify opportunities for process improvement.

• Partner with leadership and colleagues to share client feedback, contribute to business review discussions, and help develop action plans that improve satisfaction and program results.

• Assist with documenting procedures and offering input during new program implementations or other operational changes to support a smooth customer experience.