Onsite Customer Experience Specialist

TalkingParents; Fort Walton Beach (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

TalkingParents is seeking a Customer Experience Coordinator to support customers through written communication, tickets, and inquiries. You will use AI‑assisted tools to deliver accurate, confidential assistance while staying calm and helpful, even with frustrated customers.

The role requires strong writing, attention to detail, and the ability to explain technical steps in clear language. Onsite work in Northwest Florida is expected.

Qualifications

• Must have a high school diploma or equivalent.
• Prior customer service experience is required.
• Strong written communication and ability to explain information clearly.
• Comfortable using multiple systems and AI-supported tools.

Responsibilities

• Respond to customer emails, support tickets, and account inquiries with accuracy and empathy.
• Explain troubleshooting steps in clear written instructions to non-technical customers.
• Use approved AI tools and internal resources to improve response quality and efficiency.
• Maintain confidentiality and handle sensitive information with care.
• Follow protocols for confidential documentation and data handling.
• Identify suspicious activity and escalate appropriately to prevent fraud.
• Remain calm, professional, and courteous when dealing with upset customers.
• Uphold policies and service limitations with consistent communication.
• Take ownership by asking questions and researching context for next steps.
• Collaborate with team and contribute to process improvements.

Skills

Customer service

Written communication

Attention to detail

Problem solving

Empathy

Time management

Education

High school diploma or equivalent

Tools

Microsoft Office (Outlook, Excel, Word, OneNote)

Job description

TalkingParents is seeking a Customer Experience Coordinator to support customers through written communication, tickets, and inquiries. You will use AI‑assisted tools to deliver accurate, confidential assistance while staying calm and helpful, even with frustrated customers.

The role requires strong writing, attention to detail, and the ability to explain technical steps in clear language. Onsite work in Northwest Florida is expected.