You are currently viewing Senior Customer Engagement Specialist – Philz

Senior Customer Engagement Specialist – Philz

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WHAT YOU’LL DO

These are your essential job functions:

Customer Service Support

  • Independently provides direct customer support for mobile, in-store, and website feedback, as well as other feedback channels as needed
  • Partners with key stakeholders to research customer service situations and provide accurate responses and resolutions
  • Lives the Customer Obsessed value by drafting kind, thoughtful, and timely responses to all customer inquiries that inform and drive solutions

Customer Engagement Strategy

  • Maintains and optimizes the customer engagement strategy by regularly reviewing and providing feedback to stakeholders about the customer journey across retail and online channels
  • Continually update customer responses to ensure consistency and alignment to core values and Philz brand voice
  • Creates reference materials and facilitates training for retail guidance responding to customer feedback

Customer Service Analysis

  • Regular reporting on feedback trends to identify and escalate root causes of potential customer friction points  to recommend and improve operational efficiencies
  • Analyze data on customer sentiment by request for cross functional partners to influence the design of policies and actions

 

WHAT YOU’LL NEED

  • 1-2 years previous experience working in high volume, call-center/web-based customer service preferred, experience in a retail or food service environment is a plus
  • Excellent verbal and written communications skills
  • Ability to demonstrate an empathetic approach to the customer and team, while demonstrating fiscal responsibility to the business
  • Ability to stay organized and produce high volumes of work in an autonomous environment
  • Previous experience with customer service management systems including administration
  • Proven ability to provide insights from data and experience creating and implementing strategies for resolution.Skilled in Google Workspace