Customer Experience Specialist

The role

The Customer Experience Specialist will onboard customers from sales handoff to service activation. They will manage onboarding projects, coordinate upgrades, and serve as an escalation point for high-priority issues.

What you will do

• Onboard customers from sales handoff to service activation.
• Manage multiple onboarding projects simultaneously.
• Coordinate with Service Delivery teams to update customers.
• Coordinate customer upgrades and service transfers.
• Serve as the primary escalation point for high-priority customer issues.
• Implement proactive and reactive customer retention and upsell strategies.
• Advocate for the customer's needs cross-functionally.
• Keep customer data organized and up-to-date across internal platforms.
• Elevate qualitative and quantitative data to the team and management with proposed solutions.

Required qualifications

• College degree or equivalent work experience
• 2-4 years of direct, customer-facing experience
• Outstanding communication skills - written and verbal
• Ability to turn complex technological concepts into clear, multichannel communications
• Intermediate technical acumen and ability to grasp technical concepts quickly
• Able to effectively manage multiple small projects from start to finish
• Ability to prioritize, problem-solve, multitask, and work independently
• Impeccable attention to detail
• Ability to build effective relationships across teams
• Ability to leverage internal and external resources to solve problems

Benefits

• Company-sponsored Medical, Dental, Vision Coverage
• Company-sponsored 401(k)
• Commuter & Wellness Reimbursement
• Competitive PTO

Before you apply

• VISA SPONSORSHIP NOT AVAILABLE

About the company

Pilot is a modern connectivity company based in New York City. They deliver fiber-optic internet and network services to businesses.