Customer Insights & Engagement Coordinator

Location: Charlotte,NC,United States

Summary  

We are seeking a proactive and customer-focused professional to join our team as a Customer Experience Specialist. In this role, you will connect directly with homeowners following their installation to gather feedback on their experience, recognize outstanding crew performance, and promote our commitment to service excellence.

Based on the feedback received, you will also be responsible for conducting targeted trainings across multiple departments to address trends, reinforce best practices, and continuously elevate the customer experience. Your ability to listen, engage with empathy, and clearly communicate will help ensure continuous improvement and stronger collaboration across teams.

Qualification Requirements 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Minimum Qualifications 

• Associate degree or equivalent work experience  

• 2-3 years of retention experience 

• Medella system and rforce(salesforce) experience 

• Must be able to maintain professionalism and respectful demeanor with customers.   

• Must be fluent with Microsoft Excel/Outlook 

• Organizational skills, follow up, and attention to detail. 

• Flexible and resilient to adapt to multiple demands, shifting priorities, and changing business conditions 

Knowledge, Skills, and Abilities  

• Excellent customer relations, empathetic & personable skills  

• Exceptional communication skills of listening and speaking for handling customer conflicts  

• Knowledgeable with tactful and diplomatic approach to tasks at hand  

• Must be able to organize & prioritize  

• Ability to adapt well and accept feedback in a changing environment 

• Must be comfortable in technology driven environment 

• Ability to accurately document customer interactions, feedback, and resolutions in the CRM system for future reference and analysis. 

• Focus on achieving retention targets, reducing customer churn, and contributing to overall business growth. 

• Ability to work independently 

 

Essential Functions 

• Call customers post installation to gauge customer satisfaction  

• Partner with our sales staff to serve as point of contact for customers  

• Works well in call center environment  

• Build rapport with customers by maintaining constant contact via phone, email, or text  

• Drive the highest standards of ethical behavior by providing accurate information throughout the customer experience  

• Multi-task effectively in a high-volume environment while maintaining a positive attitude 

• Deliver high levels of empathy and trust to customers 

• Provide clear and consistent communication and present WOW factor with each customer 

• Responsible for other tasks requested by leadership 

• Other job duties as assigned 

Physical Demands 

• Sitting for Extended Periods  

• Computer Use  

• Meetings and Collaboration 

• Communication 

• Occasional Travel 

Work Environment  

• Desk Work: Extended periods of time spent working at a desk, using a computer, and engaging in customer communication via phone or email. 

• Computer Use: Regular use of computers and office equipment for tasks such as data entry, record keeping, and CRM system navigation. 

• Phone Communication: Engaging in phone communication with customers to address their concerns, discuss retention strategies, and provide assistance. 

• Document Handling: Handling and reviewing customer-related documents and information, often in digital formats. 

• Data Entry: Entering and updating customer information in the CRM system and other databases. 

• Meetings and Discussions: Participation in meetings, discussions, and collaboration with team members, managers, and potentially other departments. 

The above statements are intended to describe the general nature and level of work being performed by individ