Client Experience Specialist — Escalations & Loyalty

Socket.dev; Tampa (FL); On-site; USD 45,000 - 60,000; Full time

Job summary

Socket.dev in Tampa, FL is seeking a Client Experience Coordinator to drive loyalty by managing the end-to-end customer journey, resolving complex inquiries, and analyzing work items to improve service. This role acts as the voice of the customer, collaborating with leadership and implementing strategies to ensure a seamless, positive experience.

Responsibilities include responding to inquiries across multiple channels, coordinating with internal departments, processing claims adjustments,

Qualifications

• High school graduate or equivalent.
• 1+ years of experience in a customer service or call center environment handling escalation/2nd tier inquiries.
• Comfortable supporting multiple channels and adjusting to dynamic workloads.
• Familiarity with call center metrics and quality standards; experience with claims processing, benefits, eligibility systems preferred.
• Experience with CRM systems or customer support platforms preferred.
• Experience in working escalations through emails and spreadsheets meeting timely resolution.
• Prioritize and plan work activities to use time efficiently.

Responsibilities

• Work escalations/disputes received from clients, Account Managers, members and our internal/external business partners.
• Investigate and resolve disputes/escalations, identify root causes and gather information to resolve issues.
• Provide best-in-class resolution through varied communication channels; resolve issues promptly and professionally.
• Communicate with providers, customers, and other parties to gather information and provide updates.
• Update and maintain accurate records of progress, action taken, pending items and status; communicate updates to stakeholders.
• Collect and analyze data and feedback to identify pain points and opportunities for improvement.
• Support the design and execution of customer experience programs to improve service quality.
• Monitor KPIs, prepare reports on customer feedback, and maintain CRM tools to track interactions.
• Provide feedback for training opportunities and assist in retraining as needed.
• Regularly support call queues and meet performance metrics including quality and time to resolution.

Skills

Customer service

Call center experience

CRM systems

Data analysis

MS Office

Education

High school diploma or equivalent

Tools

CRM systems

MS Word

Excel

Outlook

PowerPoint

Job description

Socket.dev in Tampa, FL is seeking a Client Experience Coordinator to drive loyalty by managing the end-to-end customer journey, resolving complex inquiries, and analyzing work items to improve service. This role acts as the voice of the customer, collaborating with leadership and implementing strategies to ensure a seamless, positive experience.

Responsibilities include responding to inquiries across multiple channels, coordinating with internal departments, processing claims adjustments,