Customer Experience Specialist

Position Title: Customer Experience Specialist
Department: Customer Care
Compensation: $44,000 + Commission
FLSA status: Exempt
Location: Hybrid
Bonus Structure: Bonus opportunities are available for increasing accounts managed revenue through products & service upgrades and referrals to the Sales Team.

Description: The Customer Experience Specialist ensures our users are happy, engaged, and reference-able through quick, thorough responses to support tickets, calls and proactively reaching out to their accounts to measure

engagement, satisfaction and to propose new services that may enhance their ActivEngage experience. This is a fast-paced role requiring a passion for customer success and a knack for problem-solving. Must enjoy interacting with clients and co-workers. This position is based out of our corporate office in Maitland, FL. As a hybrid employee your on-site days will be determined by your manager.

Responsibilities:

• Responding to incoming communications from Dealer Partners
  
• Compiling Reporting to review with Dealer Partners
  
• Set up new accounts, working with website providers and clients, and other partners
  
• Collaborate to troubleshoot and respond quickly
  
• Document all tasks, calls, emails and issues within Salesforce, so trends can be identified and shared across departments
  
• Implement broad changes within the AE console and graphics deployment
  
• Reviewing Sites confirming graphics are correct and within compliance
  
• Ensure users are fully engaged with products/services
  
• Leverage professional and personal social media platforms (e.g., LinkedIn) to communicate, engage, and build relationships with key accounts and industry stakeholders. Actively promote company initiatives and foster meaningful interactions to enhance brand visibility and customer engagement.
  

Qualifications:

• To perform this job successfully must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skills, and abilities to perform the essential functions.
  
• Bachelor�s degree is preferred but not required
  
• Automotive industry experience preferred and previous B2B experience a plus
  
• Salesforce experience preferred
  
• Proficient on phone and with written communications
  
• Encouraged the use of professional and personal social media (LinkedIn) to communicate and engage with accounts
  

Technical requirements:
To ensure you can excel in your remote position, you'll need to meet the following technical specifications:
Desktop/Laptop PC & Peripherals

• PC or Mac running the latest operating system
  
• 4GB of RAM minimum. 8GB preferred
  
• 2x 15" monitor or larger; each with 1080p or greater resolution
  
• Webcam & headset with noise canceling microphone. Webcam should have at least 720p resolution with autofocus and auto white-balance for good quality video. A webcam privacy cover is highly recommended when the webcam is not in use.
  
• Up-to-date active virus and malware protection software and a properly configured, working firewall.
  
• Google Chrome browser with latest updates
  
• Hard-Wired Broadband internet connection. Internet connectivity needs to be stable and fast enough to support video conferencing. Proof of 10mbps download x 2mbps upload (at a minimum) speed and reliability will be required.
  
• At-Home work environment that prevents others from viewing information on your monitors
  

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.

ActivEngage is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ActivEngage promotes affirmative action for minorities, women, disabled persons, and veterans.