Customer Experience Specialist

Job Description

Job Description

About Wilson Connectivity:

Join the team at Wilson Connectivity and be a part of our mission to connect everyone, everywhere! As the industry leader in wireless connectivity solutions, we're bringing 5G connectivity to businesses and consumers in their homes, workplaces, and beyond.

But we're not just committed to developing innovative products - we're dedicated to developing great people. That's why we've been recognized as a "Best Companies to Work For" six times by Utah Business. Our strong work culture drives high employee satisfaction, and we're looking for individuals who are passionate about making a positive impact.

Position Overview

We're rebuilding Customer Experience around AI automation, and we're looking for someone who wants to be on the building side of that shift. This isn't a role where success is measured by how many calls you take. It's a role where success means making the whole operation smarter, faster, and more effective over time.

Along the way, you'll build a foundation that's hard to find in most entry-level roles: a genuine understanding of the customer, what they need, and what breaks down when operations fall short. The work sits at the intersection of relationship management and operational execution, and the people who do it well come away with a skill set that transfers across almost any business function.

If you're someone who gets excited by AI, thrives in operational environments, and genuinely enjoys working with people, this role is a good fit.

Your Responsibilities

• Train and refine our AI agent's performance by testing and evaluating chat, phone, and email experiences, identifying gaps, and contributing to continuous improvements

• Process sales orders, quotes, RMAs, and returns with a high degree of accuracy; this is a daily touchpoint for this role

• Support B2B partners and the sales team with operational requests

• Maintain and update CRM and ERP data across customer and order workflows

• Identify patterns in customer issues and contribute to knowledge base improvements that reduce repeat contacts

• Collaborate with team members across functions to keep operations running smoothly

• Handle customer interactions across phone, email, and chat as needed, with the expectation that this volume decreases over time as the AI agent matures and your focus shifts to higher-value work

Requirements

• Bring ambition and a growth mindset, whether through a degree in progress, a completed education, or a demonstrated track record of leveling up

• Communicate clearly and professionally in writing and verbally across internal and external audiences

• Stay organized and detail-oriented while managing multiple priorities without losing accuracy

• Pick up new software and systems quickly and without hesitation

• Take ownership of their work and look for ways to improve processes rather than just follow them

• Have prior customer-facing or administrative experience, though this is a plus rather than a requirement

Ready to Join Us?

If this role sounds like a fit, please fill out our quick 3-minute, mobile-friendly application. We look forward to meeting you!