Customer Experience Specialist I

TEAM UP WITH US!

The Customer Experience Specialist I supports customer experience initiatives by assisting with customer feedback collection, survey administration, and customer experience activities. This position maintains processes for gathering and documenting customer feedback and provides operational support for customer experience programs designed to improve customer satisfaction and brand awareness.

DO YOU HAVE WHAT IT TAKES?

WHAT YOULL DO:

• Support customer experience initiatives by collecting, analyzing, and reporting customer feedback and satisfaction data.
• Assist in identifying opportunities to improve customer satisfaction, loyalty, retention, and overall experience.
• Coordinate and administer customer feedback platforms, surveys, reviews, and reputation management tools.
• Monitor customer satisfaction results, identify trends, and provide insights and recommendations to management.
• Collaborate with operational leaders and cross-functional teams to support customer-focused process improvements.
• Support customer outreach, follow-up activities, and relationship-building efforts.
• Develop and maintain customer experience documentation, guidelines, scripts, journey maps, and best practices.
• Promote consistent customer experiences across online, phone, and in-person interactions.
• Assist with customer experience training, communications, employee engagement, and continuous improvement initiatives.
• Conduct Voice of Customer research and support the implementation of Caterpillar customer experience standards.
• Travel to branch locations as needed to observe customer interactions and support customer experience efforts.
• Maintain confidentiality of company, customer, and proprietary business information.

WHAT YOULL NEED:

• Associates degree from an accredited college or university in a related Marketing, Communications or Business field; or 0 - 2 years of related experience and/or training; or an equivalent combination of education and experience.

• Previous experience in customer experience, reputation management, and/or experience with dealer operations is preferred, but not required.

• Basic understanding of customer experience concepts.

• Familiarity with survey tools, customer feedback platforms or data collections systems.

• Basic understanding of digital marketing fundamentals and CRM systems.

• Basic knowledge of MS Office Suite software and the ability to work within existing data systems.

• Strong collaboration, communication, presentation, interpersonal, problem-solving, project management and analytical skills.

• Strong relationship building and management skills to build customer trust and loyalty.

• Ability to work effectively across various departments, write routine reports and correspondence, and speak effectively before groups of customers and/or employees.

• Ability to deal with problems involving a few concrete variables in standardized situations.

• Valid driver's license and clean driving record required.

WHY WORK WITH US?

• We like to take care of our customers and have fun doing it!
• We offer health, dental, vision, life, and more as a comprehensive benefits package.
• Don't you want to work with awesome people?

IMPORTANT INFORMATION:

While performing the duties of this job, the employee is regularly required to sit, talk or hear; use hands and fingers, handle, or feel; reach with hands and arms.

The employee is occasionally required to stand and walk.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

This position is not considered safety sensitive.

Required travel up to 15%.

The Job description is subject to change by the employer as the needs of the employer and requirements of the job change.

EEO/AA