Customer Experience Specialist

Wizehire; United States; On-site; USD 45,000 - 55,000; Full time

Job summary

A leading company in transportation technology seeks a Customer Experience Specialist. In this role, you'll manage client accounts, assist in onboarding, and ensure overall satisfaction with the HaulPay platform. Ideal candidates possess expertise in customer support, transportation, and technology tools, contributing to a culture of transparency and excellence in service.

Qualifications

• Background in Customer Support, Customer Success, or Sales required.
• Experience in transportation and broker operations preferred.
• Strong critical thinking, problem-solving, and strategic thinking skills essential.

Responsibilities

• Act as Account Manager for assigned clients.
• Develop relationships and ensure proper onboarding for clients.
• Document situations and steps to address client issues.

Skills

Critical Thinking

Problem Solving

Strategic Thinking

Education

Background in Customer Support or Success

Experience in transportation space preferred

Tools

Google Suite

Excel

Slack

HubSpot

Confluence

Job description

Join to apply for the Customer Experience Specialist role at Wizehire

Join to apply for the Customer Experience Specialist role at Wizehire

Get AI-powered advice on this job and more exclusive features.

The Customer Experience Specialist performs multiple roles within the Customer Success department, including but not limited to

• As Account Manager of assigned Accounts.
• Supporting the CS team in the escalation or de-escalation of client requests focused on client retention.
• Assisting management in the creation, refining, and updating of SOPs utilized by the CS team.
  
  

Compensation

$45,000 - $55,000 yearly

Responsibilities

• Possesses the technical aptitude to become a product expert of the HaulPay platform for either Broker or Carrier clients, and in some cases, both
• As Account Manager of assigned accounts
• Develop relationships with the client, their employees, and agents through regular follow-up during and after onboarding
• Ensure proper onboarding so the client can realize the full potential and functionality that the HaulPay program has to offer
• Assist the client in all areas of the onboarding process
• Scheduling leading group training sessions
• Creation of training content SOPs aimed at integrating the clients’ daily operations with the HaulPay platform
• Collect product feedback in diagnosing technical or boarding issues
• Proactively monitors account activity to ensure the retention and growth of accounts
• Develop best practices to consistently increase active client accounts and growth
• Engage clients proactively to ensure revenue retention and expansion
• Address escalated issues from clients, invited carriers, and debtors
• Specifically, the requests, complaints, and product-related bug reports or feature requests that our offshore teams, sales, or CX specialists cannot handle
• Attempt to address or solve the clients’ issues. De-escalate when necessary
• Documenting the situation and steps taken to address
• Maintaining a cool mind and consultative approach with the goal of retaining the client’s business and providing a world-class experience
• Only escalating to Management when it becomes necessary
  
  

Will assist the Customer Success Associates in (but not limited to) the processes below

• The invited carrier processes
• Front Inboxes and the delegation of support emails
• Dialpad Call Centers and ensuring adequate coverage during business hours
• Assist the CS team in Onboarding Servicing of Clients assigned to the CS team as the account manager
  
  

The CX Specialist will take ownership of Customer Success SOPs by updating, refining, or developing SOPs in Confluence or elsewhere as needed or requested.

Specifically focusing on client-facing procedures, onboarding, and the building of templates and resources that can be used by our Offshore teams in the interaction with clients, invited carriers, and other callers via our support phone and email channels

Qualifications

• Background in Customer Support, Customer Success, or Sales in a client-facing role
• Experience in the transportation space, specifically in carrier and/or broker operations. 1st hand experience working as a broker or at a brokerage in shipper or carrier sales/operations is preferred
  
  

Computer Skills Required

• Google Suite
• Excel or Google Sheets
• Slack & Dialpad (or similar VoIP system)
• HubSpot (or similar CRM experience)
• Email (Front preferred, familiarity with templates and rule building)
• Confluence for the creation & organization of SOPs
  
  

Other Skills Required

• Strong critical thinking skills
• Strong problem-solving skills
• Strategic thinking skills
  
  

About Company

Our vision is to make it easier and safer for transportation and logistics companies to operate and thrive. Our purpose is to deliver amazingly helpful and transparent financial technology, factoring, and payment solutions to fix the most difficult problems plaguing our critical freight industry.

We’re making the trucking and logistics industry more fair and accessible through transparent financing, payments, and software.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Technology, Information and Internet

Referrals increase your chances of interviewing at Wizehire by 2x

Sign in to set job alerts for “Customer Experience Specialist” roles.

United States $48,000.00-$70,000.00 1 week ago

Seasonal Customer Care Representative, Remote Customer Care - Amazon Pharmacy

United States $31,200.00-$78,600.00 2 weeks ago

Customer Experience Specialist - Corporate Payment Services

Remote Customer Support Agent (Freelance, US-based)

San Francisco, CA $22.00-$23.00 2 weeks ago

United States $40,000.00-$45,000.00 1 week ago

Indiana, United States $31,200.00-$31,200.00 1 week ago

Seasonal Customer Care Representative, Remote Customer Care - Amazon Pharmacy

United States $40,000.00-$55,000.00 1 week ago

Hawaii, United States $50,000.00-$60,000.00 2 weeks ago

Call Center Senior Representative (100% remote)

United States $25,000.00-$50,000.00 2 hours ago

Call Center Representative- FULLY REMOTE

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.