Client Experience Specialist

Purpose

To provide exceptional technical support and customer service by effectively resolving client issues, offering expert guidance on product usage, and ensuring customer satisfaction. This role bridges the gap between the company's technical capabilities and the customer's needs.

Responsibilities

• Oversee the internal tracking system for service jobs, including managing Q360 boards, technician database, and client web portals as required.
• Diagnose and troubleshoot service requests before dispatching technicians to optimize service efficiency.
• Develop detailed Scopes of Work (SOW) for service dispatches, ensuring clarity and precision.
• Align technician sourcing needs with Installation Services including SOWs and budgets.
• Clearly communicate SOWs to technicians to facilitate efficient and timely service dispatches.
• Maintain and update client-specific notes in Q360, ensuring accurate and current information.
• Generate and manage technician Purchase Orders (POs) and Client Sales Orders (SOs) in Q360.
• Adhere to Client Service Level Agreements (SLAs), ensuring compliance and high service standards.
• Escalate concerns or ongoing issues to Manager, particularly those affecting SLAs or recurring challenges.
• Manage service call costs to stay within approved budgets as determined by customers and SLAs.
• Collaborate with Engineering to ensure the proper equipment is specified and quoted for replacements or enhancements.
• Generate quotes in Q360 and obtain client approval when necessary.
• Coordinate equipment shipments, maintaining clear communication with internal and external customers as required.
• Ensure the successful completion of service jobs by technicians, including the collection of Certificates of Completion (COC), photos, and verification of technician PO amounts.
• Upload all necessary documentation into the internal storage system for easy access and record-keeping.

Qualifications

• Associate's degree or equivalent work experience.
• 2+ years of experience in a technical customer service or support role.
• Experience working with service management software, such as Q360 or similar systems, a plus.
• Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
• Understanding of Service Level Agreements (SLAs) and experience in adhering to them.
• Excellent verbal and written communication skills, with the ability to clearly convey technical information to both technical and non-technical stakeholders.
• Strong customer service orientation with a focus on building and maintaining positive client relationships.
• Ability to work collaboratively with cross-functional teams, including Engineering and Installation Services.
• Strong organizational skills with the ability to manage multiple tasks and projects simultaneously.
• Ability to work independently with minimal supervision while maintaining accountability.