Customer Experience Specialist

SMS Group; Walled Lake (MI); On-site; USD 32,000 - 52,000; Full time

Job summary

SMS Group is seeking a dependable Customer Service Representative to be the first point of contact for customers, handling inquiries via phone and email with professionalism and accuracy. You will document interactions, coordinate with internal teams, and maintain up-to-date records to ensure timely resolutions.

The ideal candidate has 1–3 years in customer service, strong communication skills, and proficiency with Microsoft Office and CRM systems.

Qualifications

• 1–3 years of customer service, call center, administrative, or related experience preferred.
• Strong verbal and written communication skills.
• Professional telephone and email etiquette.
• Strong problem-solving and conflict-resolution skills.

Responsibilities

• Respond to customer inquiries by phone, email, and other channels in a professional and timely manner.
• Provide accurate information regarding products, services, orders, appointments, programs, or account-related questions.
• Research and resolve customer questions, complaints, and service issues while maintaining a positive customer experience.
• Document customer interactions, requests, concerns, and resolutions accurately within company systems.
• Process customer requests, orders, work orders, service requests, or account updates as required.
• Coordinate with internal departments to resolve customer concerns and ensure timely follow-up.
• Escalate complex customer issues to the appropriate department or supervisor when necessary.
• Maintain accurate customer records and update account information.
• Follow up with customers to ensure questions and concerns have been successfully resolved.
• Identify customer needs and provide appropriate solutions or recommendations.

Skills

Communication skills

Verbal communication

Written communication

Problem-solving

Conflict resolution

Organizational skills

Attention to detail

Multi-tasking

Independent work

Education

High school diploma or GED

Tools

Microsoft Office (Outlook, Word, Excel)

CRM systems

Ticketing systems

Job description

SMS Group is seeking a dependable Customer Service Representative to be the first point of contact for customers, handling inquiries via phone and email with professionalism and accuracy. You will document interactions, coordinate with internal teams, and maintain up-to-date records to ensure timely resolutions.

The ideal candidate has 1–3 years in customer service, strong communication skills, and proficiency with Microsoft Office and CRM systems.