Customer Experience Specialist — Drive Service Excellence & Insights

Trend Capital Holdings, Inc.; Vancouver (WA); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

full healthcare package (medical, dent

vision, life

401k with a company match

catered lunch

coffee, tea and snacks

paid parking

competitive pay

and much more!

Job summary

True Finance is seeking a Customer Service Specialist to ensure customers receive the highest level of service and support. The role involves coordinating with sales, marketing, and product teams to resolve issues promptly and effectively.

The position emphasizes developing service policies, monitoring KPIs, analyzing feedback, and presenting reports to senior management, with flexibility to cover occasional weekend shifts to meet customer needs.

Qualifications

• Excellent communication and interpersonal skills.
• Experience handling customer escalations.
• Proficiency with CRM software and MS Office.
• Strong analytical skills and attention to detail.
• Customer-centric mindset with service focus.
• Willingness to work flexible hours including weekends.

Responsibilities

• Develop and implement customer service policies, procedures, and standards to improve service quality and customer satisfaction.
• Handle customer escalations and resolve complex issues in a timely and effective manner.
• Monitor customer service metrics and KPIs, identifying trends and areas for improvement.
• Collaborate with other departments, such as sales, marketing, and product development, to address customer needs and enhance the overall customer experience.
• Analyze customer feedback and provide insights to improve products, services, and processes.
• Adhere to company policies, procedures, and ethical standards.
• Prepare and present reports on customer service performance to senior management.

Skills

Excellent communication

Ability to handle high-pressure

CRM software

Microsoft Office Suite

Strong problem solving

Data analysis & insights

Customer-centric mindset

Flexibility including weekends

Tools

CRM systems

Microsoft Excel

Job description

True Finance is seeking a Customer Service Specialist to ensure customers receive the highest level of service and support. The role involves coordinating with sales, marketing, and product teams to resolve issues promptly and effectively.

The position emphasizes developing service policies, monitoring KPIs, analyzing feedback, and presenting reports to senior management, with flexibility to cover occasional weekend shifts to meet customer needs.