Customer Experience Specialist I

Socket.dev; Seattle (WA); On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid vacation and holidays

Job summary

Socket.dev in Woodinville, WA is seeking a Customer Experience Specialist to manage customer queries and complaints and provide support to service technicians. The role requires strong communication skills, administrative abilities, and the capacity to balance multiple priorities in a fast-paced environment.

You will answer queries, schedule appointments using a computerized system, and ensure coordination across technician service areas while maintaining records of interactions and follow-ups.

Qualifications

• Proficient computer skills in Word, PowerPoint, Outlook, and Excel.
• Excellent written and verbal communication skills.
• Ability to multi-task and stay organized under deadline pressures.

Responsibilities

• Answer incoming customer queries via phone, live chat, and text.
• Schedule and dispatch appointments for customers in multiple markets.
• Respond to issues via email and maintain customer records with accuracy.
• Assist technicians with follow-up appointments and scheduling in the field.
• Maintain a positive and professional attitude toward customers at all times.

Skills

Word

PowerPoint

Outlook

Excel

Communication

Multitasking

Job description

Reporting directly to the Customer Experience Specialist Department Manager, the Customer Experience Specialist is responsible for managing customer queries and complaints, along with providing support to our service technicians. The incumbent will have the ability to exercise good judgment in a variety of situations, with strong written and verbal communication, administrative, and organizational skills, and the ability to maintain realistic balance among multiple priorities. The Customer Service Manager is expected to always provide the utmost outstanding customer service.

Duties and responsibilities

• Answering incoming customer queries, providing detailed information on products and services on a multi-line phone system, live customer chats, and text messages.
• Using a computerized scheduling system, set, and dispatch appointments for new and returning customers in multiple markets.
• Responding to issues such as service inquiries, problem resolution, and retaining accounts via email.
• Ensure all appointments are scheduled evenly and within the technician’s service areas.
• Assist the call center with scheduling issues and inquiries.
• Assist Technicians with follow-up appointments for customers and any scheduling issues.
• Prioritizes conflicting needs; handles matters expeditiously, and proactively, and follows through on projects to successful completion, often with deadline pressures.
• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Follow up on all pending work orders and work with customers to schedule installations.

Requirements

• Proficient computer skills in Word, PowerPoint, Outlook, and Excel.
• Must have a positive attitude and positive interpersonal skills.
• Self-starter with resourceful initiative and a strong desire to learn.
• Excellent analytical, and decision-making skills with strong initiative
• Excellent attention to detail and accuracy.
• Excellent written and verbal communication, in a positive, professional, and effective manner
• Knowledge of the industry is recommended but not required.
• Ability to multi-task as needed.
• Ability to stay calm when customers are distressed or upset.

Working conditions

• Air-conditioned office.
• Desk and chair.
• General office equipment and supplies.
• Exposure to potential eye strain and muscle strain due to constant use of a computer.
• Must be able to sit for extended periods of time.

LOCATION: Woodinville (Onsite)Pay Range between $20-$24. Base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills & experience, among other factors. Our benefits package features health, dental, and vision insurance, a 401(k) retirement plan, and paid vacation and holidays.

Must be open to working weekends