Customer Experience Specialist

Wilson Connectivity; Saint George (UT); On-site; USD 40,000 - 60,000; Full time

Job summary

EmergencyMD is looking for a Customer Experience role that focuses on AI automation and operational excellence. This position emphasizes making processes smarter and more effective. Ideal candidates will have strong communication skills and a growth mindset.

Responsibilities include training AI performance, processing orders accurately, and improving customer interactions. Effective collaboration across teams is key to this role. A desire to excel and improve is essential for success.

Qualifications

• Ambition and a growth mindset are essential.
• Clear and professional communication skills are necessary.
• Must stay organized and detail-oriented.
• Ability to learn new software quickly is important.
• Taking ownership and improving processes is expected.

Responsibilities

• Train and refine AI agent's performance through various evaluations.
• Process sales orders and returns accurately.
• Support B2B partners and sales team operationally.
• Maintain CRM and ERP data across workflows.
• Identify patterns in customer issues for knowledge improvement.
• Collaborate with team members for smooth operations.
• Handle customer interactions via phone, email, and chat.

Skills

Ambition and growth mindset

Clear communication

Organizational skills

Quick learning

Process improvement

Education

Degree in progress or completed education

Job description

About Wilson Connectivity:

Join the team at Wilson Connectivity and be a part of our mission to connect everyone, everywhere! As the industry leader in wireless connectivity solutions, we're bringing 5G connectivity to businesses and consumers in their homes, workplaces, and beyond.

But we're not just committed to developing innovative products - we're dedicated to developing great people. That's why we've been recognized as a Best Companies to Work For six times by Utah Business. Our strong work culture drives high employee satisfaction, and we're looking for individuals who are passionate about making a positive impact.

Position Overview

We're rebuilding Customer Experience around AI automation, and we're looking for someone who wants to be on the building side of that shift. This isn't a role where success is measured by how many calls you take. It's a role where success means making the whole operation smarter, faster, and more effective over time.

Along the way, you'll build a foundation that's hard to find in most entry-level roles: a genuine understanding of the customer, what they need, and what breaks down when operations fall short. The work sits at the intersection of relationship management and operational execution, and the people who do it well come away with a skill set that transfers across almost any business function.

If you're someone who gets excited by AI, thrives in operational environments, and genuinely enjoys working with people, this role is a good fit.

Your Responsibilities

• Train and refine our AI agent's performance by testing and evaluating chat, phone, and email experiences, identifying gaps, and contributing to continuous improvements
• Process sales orders, quotes, RMAs, and returns with a high degree of accuracy; this is a daily touchpoint for this role
• Support B2B partners and the sales team with operational requests
• Maintain and update CRM and ERP data across customer and order workflows
• Identify patterns in customer issues and contribute to knowledge base improvements that reduce repeat contacts
• Collaborate with team members across functions to keep operations running smoothly
• Handle customer interactions across phone, email, and chat as needed, with the expectation that this volume decreases over time as the AI agent matures and your focus shifts to higher-value work

Requirements

• Bring ambition and a growth mindset, whether through a degree in progress, a completed education, or a demonstrated track record of leveling up
• Communicate clearly and professionally in writing and verbally across internal and external audiences
• Stay organized and detail-oriented while managing multiple priorities without losing accuracy
• Pick up new software and systems quickly and without hesitation
• Take ownership of their work and look for ways to improve processes rather than just follow them
• Have prior customer-facing or administrative experience, though this is a plus rather than a requirement