What are the responsibilities and job description for the Customer Experience Specialist position at NavSav?
Overview:
NavSav is looking for a highly motivated, friendly, and resourceful Customer Experience (CX) Specialist to join our growing team. This is not your typical support role - our CX Specialists are problem-solvers, peace-makers, and champions of the customer journey. Your mission is to take ownership of out bound calls for customer concerns, resolve issues, win back opportunities with speed and empathy, and turn frustrating experiences into brand loyalty.
If you're the kind of person who lights up on the phone, loves untangling complex situations, and finds joy in helping people feel heard and supported - we want to meet you.
Key Responsibilities:
- Handle inbound and outbound customer calls, emails, and messages with professionalism, empathy, and care.
- Listen actively to understand the root of a customer's concern and work toward quick and lasting resolutions.
- Collaborate with internal departments to investigate issues, clarify information, and follow through until the issue is fully resolved.
- Document customer interactions accurately in the CRM system, ensuring clear visibility and accountability across the organization.
- Follow established talk paths and scripts while bringing your own warmth and personality to the conversation.
- Identify opportunities for cross-selling, retention, and feedback that support the company's goals and customer needs.
- Proactively flag recurring issues, patterns, or feedback trends to the leadership team.
- Support CX initiatives including retention campaigns, call scoring, and customer satisfaction surveys.
What Makes You a Great Fit:
- Stellar phone presence with a friendly, calm, and confident voice.
- Strong problem-solving abilities - you know how to navigate tough situations with empathy and professionalism.
- Active listening skills - you ask great questions, seek to understand, and don't rush to respond.
- Emotionally intelligent - you can read tone and know how to de-escalate an upset customer gracefully.
- Resilient - you stay positive and level-headed even in challenging conversations.
- Team-oriented - you're reliable, coachable, and collaborative.
- Proficient with digital tools, CRM systems, and basic documentation.
Preferred Experience:
- Extensive customer-facing experience.
- Insurance, healthcare or other related environments.
- Experience handling escalations or working in a call center environment is a plus.
- Spanish Speaking a plus.
Accountability:
CX Specialists are directly measured on call volumes, resolution rates, customer satisfaction (CSAT), adherence to talk paths, and contribution to call quality metrics. Success in this role means being a trusted problem-solver who protects and uplifts the NavSav brand.
