What are the responsibilities and job description for the Customer Care Specialist position at USTC?
Job Profile
Customer Engagement Specialist ? Keeping the Pulse on Customer Satisfaction
The Customer Engagement Specialist is the key to maintaining our industry reputation and ensuring our customers remain engaged. With a finger on the pulse of the customer experience, this role actively monitors satisfaction levels and proactively steps in to re-engage customers who may be slipping away. By identifying opportunities and delivering insightful feedback directly to the Inside Sales team, the Customer Engagement Specialist empowers them to take timely action and close the sale. This role is essential in driving retention, strengthening customer relationships, and keeping our business at the forefront of customer satisfaction.
Responsibilities
Actively engage with both new and existing customers to assess their satisfaction with Netceed. Report all feedback?positive, negative, or neutral?directly to the sales management team to inform future strategies.
Identify and reach out to customer accounts showing signs of disengagement or fall-off potential, proactively addressing their concerns and needs.
Conduct targeted calls to understand customer pain points and offer tailored solutions.
Lead strategic follow-up campaigns tied to marketing initiatives to re-engage customers.
Present additional services or products to enhance customer satisfaction and loyalty.Conduct calls to existing customers to
Collaborate cross-functionally with teams including Sales, Marketing, Purchasing, Product Line Management, and Operations to resolve customer issues efficiently.
Analyze customer feedback to spot trends, uncover opportunities, and drive continuous improvement in customer satisfaction.
Maintain accurate and detailed records of customer interactions and transactions through data entry in CRM.
Represent Netceed with professionalism and integrity, always ensuring a customer-first approach in all interactions.
Requirements/Key Experiences
Customer-focused mindset and strong problem-solving skills.
Excellent verbal and written communication skills; the ability to call, connect, and interact with potential customers in different modalities.
Related customer retention and engagement experience required.
Ability to work well in a team environment.
Demonstrated time management and organizational skills, including an ability to prioritize, plan, and manage multiple projects simultaneously.
Tenacity and trouble shooting ability to overcome obstacles to meet company goals.
Strong computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel) and CRM experience preferred.
