Customer Experience Specialist

Our client is a dynamic and fast-growing healthcare company dedicated to delivering innovative solutions. They are seeking a highly skilled and motivated Customer Experience Specialist to join their dynamic team. In this role, you will be responsible for overseeing the overall customer experience, with a strong focus on team leadership, operational efficiency, and customer retention. You will lead both in-house and outsourced representatives, manage support KPIs, and collaborate closely with cross-functional teams to enhance the post-sale customer journey.

The company is located in Naperville - on site requirements 5 days a week. ***

Key Responsibilities:

• Manage both in-house and outsourced customer support representatives, focusing on performance, coaching, and team morale. Provide regular feedback and development opportunities to ensure the team is meeting customer experience goals and maintaining high-quality standards.
• Own key performance indicators (KPIs) such as ticket resolution time, NPS (Net Promoter Score), and CSAT (Customer Satisfaction) scores. Monitor and report on these metrics, implementing strategies to continuously improve these areas.
• Redesign and streamline workflows to enhance operational efficiency. Leverage technology tools such as CRMs and chat platforms to improve customer service processes, reduce resolution times, and ensure consistency in the customer experience.
• Work closely with operations, sales, and other departments to ensure a seamless post-sale experience for customers. Align customer experience initiatives with company goals and advocate for improvements based on feedback from customers.
• Act as the voice of the customer within the company. Surface customer pain points to relevant teams, ensuring that issues are addressed promptly and proactively. Develop strategies to improve customer retention, reduce churn, and increase loyalty by addressing underlying concerns.
• Provide high-level support to customers across multiple channels (phone, email, live chat, social media), handling complex inquiries or escalations and ensuring every interaction maintains the company's standards for excellence.
• Collect and analyze customer feedback, metrics, and data to identify trends, pain points, and areas for improvement. Use this information to propose actionable solutions and help shape the company’s customer experience strategy.
• Stay up-to-date with industry best practices and emerging trends in customer experience. Lead initiatives to evolve customer service standards and keep the team aligned with the latest technological advancements.

Required Qualifications:

• Bachelor’s degree in Business, Marketing, Communications, or a related field
• 7 years of experience in customer experience, customer service, or a related field
• Proven experience managing both in-house and outsourced teams, with a focus on performance coaching and morale.
• Strong understanding of customer experience KPIs (CSAT, NPS, ticket resolution time) and experience driving performance improvements.
• Expertise in process optimization and the use of technology to enhance customer experience (e.g., CRM, chat platforms, helpdesk software).
• Excellent communication, problem-solving, and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Ability to analyze data, identify insights, and develop actionable solutions that drive customer satisfaction.

The Equus Group is an Equal Opportunity Employer and takes pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status.