Customer Experience Specialist

The Customer Experience Specialist owns ongoing customer relationships and serves as a trusted point of contact throughout the sales and service lifecycle. This role manages inbound customer inquiries and assigned leads, guides customers through appropriate ATS service solutions, and ensures timely, accurate follow-up through opportunity closure. The position requires strong communication skills, disciplined CRM management, and the ability to manage multiple customer relationships with urgency and professionalism.

Responsibilities:

Act as primary point of contact for assigned customer relationships

Respond to customer web inquiries, phone calls, and emails in a timely manner

Manage leads and opportunities from intake through closure with documented follow-up Uncover customer needs and guide customers to appropriate ATS service solutions

Maintain accurate and complete CRM records for all leads, opportunities, and outcomes

Serve as a subject matter resource for ATS service offerings and customer guidance

Follow up with customers to document outcomes, next steps, and service satisfaction

Maintain ownership and accountability for assigned customer interactions and pipelines

Required

Experience and Skills:

2 to 4 years of inside sales or customer service experience

Strong phone presence and written communication skills

Demonstrated ability to manage multiple client relationships simultaneously

Experience maintaining leads and opportunities within a CRM system

Strong organization, time management, and follow-through skills

Ability to manage customer needs with urgency while maintaining accuracy

Additional requirements:

High school diploma or equivalent requiredCRM experience required;
Microsoft Dynamics experience preferred

Ability to develop working expertise across ATS service offerings

Demonstrated consistency with CRM hygiene and data accuracy

Work

Conditions:

Primary work performed in an office

Frequent use of phone, email, and CRM systems

Regular interaction with customers and internal stakeholders

Ability to manage workload in a high-volume, deadline-driven environment
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