Customer Experience Operations Specialist

Position Overview

FCP Euro is seeking an Customer Experience Operations Specialist to help lead its growing team of over 50 customer service employees in Milford, CT. 

 

About FCP Euro 

FCP Euro is an online automotive parts retailer headquartered in Milford, Connecticut. FCP stands for "Foreign Car Parts," and we specialize in replacement parts for European vehicles.  In the past 10 years, FCP Euro has earned a spot on the Inc. 5000 fastest-growing private companies list eight times. Customer service is deeply rooted in our core values.  FCP Euro is a customer and technology company, and this unique blended culture has yielded outstanding results worthy of reward and recognition. We are devoted to developing and maintaining user-friendly and accurate automotive catalogs. We have an incredible enthusiasm for what we do, and we are always looking for ways to grow, learn, and improve.

 

Job Summary

We are seeking an experienced and proactive Customer Experience (CX) Operations Specialist to join our team. This Specialist is responsible for providing operational support for front-line agents, managing complex workflows and processes, and spending a portion of their week in the front-line operation. This is an individual contributor role with no managerial responsibility but a high level of ownership over critical tasks. The ideal candidate will possess strong problem-solving skills, attention to detail, and the ability to work collaboratively in a fast-paced environment. Success in this role requires a customer-centric mindset, excellent communication abilities, and a commitment to continuous improvement.

Essential Responsibilities and Duties

• Serve as a resource to frontline agents, offering guidance and support on complex or unique customer interactions.
• Handle first-level escalations from agents and respond to customers in a timely manner.
• Support internal escalations, such as CEO emails, public reviews through google/yelp/BBB, etc
• Complete daily and weekly CX team administrative functions such as order reviews, reversals, and weekly cashout review
• Ensure consistent coverage across service channels in collaboration with Assistant Managers
• Contribute to a culture of knowledge-sharing by staying up-to-date with new product information, process updates, and CX best practices.
• Escalate recurring themes to Ops Manager and Ops Director 
• Provide Training Assistance (new hires, agent retraining/updates, refreshers, etc) by serving as subject matter experts
• Provide outstanding customer service in all interactions, embodying the company’s values of empathy, accountability, and efficiency.
• Manage social media comments requiring Service support through Sprout Social
• Maintain accurate and organized documentation of all cases handled

Qualifications and Skills

• Associate’s degree or 2 plus years of relevant work experience supporting customers or peers
• Strong problem-solving skills and ability to navigate complex customer interactions.
• Excellent written and verbal communication skills with a customer-first mindset.
• Ability to work independently while collaborating effectively with team members and management.
• Experience handling customer escalations and resolving issues with professionalism and empathy.
• Proficiency in CX tools such as Sprout Social, CRM platforms, and other support software.
• Strong organizational skills with attention to detail and accuracy in documentation.
• Adaptability to changing processes and ability to learn quickly in a dynamic environment.
• Strong analytical skills to identify trends and provide actionable insights to leadership.
• Technical aptitude with the ability to troubleshoot customer concerns effectively.
• Experience in training and mentoring frontline agents is a plus.
• In good standing with attendance and performance in current role.

 

Schedule

• Tuesday -