Customer Relations Specialist

Responsibilities:

• Manage all aspects of creation and implementation of customer engagement strategies and content.
• Professionally handle inbound complaints and collaborate internally to deescalate and resolve.
• Identify opportunities to improve customer experience.
• Maintain communication resources within Salesforce.
• Lead team in reaching goals through project implementation.
• Maintain SharePoint Site for national initiatives and Associate support.
• Advise Customer Care teams on product/service solutions.
• Update Customer Care teams on customer engagement activity and success.
• Public speaking for training and presentations.
• Provide ongoing coaching and mentoring relative to providing legendary Customer Experience.
• Create and maintain national alert protocols and content.
• Collaborate with cross-functional teams in copywriting, creative content development, and messaging.

Qualifications

Education and Experience Requirements:

• Bachelor’s degree required
• 5 to 7 years relevant experience
• Committed to providing a legendary Customer Experience
• Clear and effective oral and written communication
• Active listening on phone, by video and in person
• Must love proofreading and editing
• Proficiency with computer programs
• Innovative, creative and flexible thinker who enjoys searching for the next right answer
• Ability to work well under pressure and with a diverse range of personalities
• Ability to build effective working relationships across functional areas
• Bilingual a plus
• Marketing background and/or graphic design knowledge a plus