Onboarding & Customer Experience Specialist

Pilot Fiber; New York (NY); Sur place; USD 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Medical coverage

Dental coverage

Vision coverage

401(k) plan

Commuter reimbursement

Wellness reimbursement

Competitive PTO

Résumé du poste

Pilot Fiber is a modern connectivity company based in New York City that provides fiber‑optic internet and network services to businesses. You will onboard customers from sales handoff to service activation, coordinating with Delivery teams to ensure a smooth installation and regular updates.

Ideal candidates have 2–4 years of direct, customer-facing experience, strong communication skills, and the ability to translate complex technical concepts into clear messages.

Qualifications

• College degree or equivalent work experience.
• 2-4 years of direct, customer-facing experience.
• Ability to translate complex technical concepts into clear communications.
• Strong cross-team collaboration and relationship-building.
• Detail-oriented with proactive problem-solving.

Responsabilités

• Onboard customers from sales handoff to service activation and guide installation.
• Coordinate with Service Delivery teams to update customers regularly.
• Manage multiple onboarding projects simultaneously.
• Coordinate customer upgrades and service transfers.
• Serve as primary escalation point for high-priority issues.
• Implement proactive and reactive retention and upsell strategies.
• Advocate for customer needs cross-functionally.
• Keep customer data up-to-date across platforms.
• Elevate data and propose improvements to the team.

Connaissances

Communication

Technical acumen

Project management

Problem solving

Attention to detail

Relationship building

Resourcefulness

Formation

College degree or equivalent

Description du poste

Pilot Fiber is a modern connectivity company based in New York City that provides fiber‑optic internet and network services to businesses. You will onboard customers from sales handoff to service activation, coordinating with Delivery teams to ensure a smooth installation and regular updates.

Ideal candidates have 2–4 years of direct, customer-facing experience, strong communication skills, and the ability to translate complex technical concepts into clear messages.