Client Experience Specialist

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Requirements:

• Minimum of 5 years of experience in a client-facing role or client experience management.
• Experience supervising others in a virtual setting.
• Strong comprehension of client service practices.
• Technical aptitude and ability to rapidly learn new software and platforms.
• Strong stakeholder management experience.
• In-depth comprehension of Outsourced Doers and The Doers Way products.
• Well-developed interpersonal skills.
• Highly organized with the ability to multitask and manage time effectively.
• Highly developed written and verbal communication skills.
• Technical skills in CRM platforms, Helpscout Mail, Slack, Asana, Zoom, and Google Suite.
• Ability to adapt and respond to different situations.
• Handle complaints and provide appropriate solutions for resolution within 1 business day.

Responsibilities:

• Handle escalations with the goal of resolving within KPIs and provide support for team members.
• Manage the day-to-day performance of the Client Experience Specialist Team, conduct performance reviews, and oversee recruiting and training.
• Review procedures and client experience pathways for improvements, analyze client data, and assist in policy reviews.
• Identify processes to automate or outsource and manage training for those tasks.
• Manage NPS surveys, monitor responses, and implement initiatives to improve the NPS score.