Customer Experience Specialist

Customer Experience Specialist

We are looking for a compassionate Customer Experience Specialist to support a mission-driven non-profit organization in San Diego, California. This contract opportunity with permanent potential is ideal for someone who enjoys helping others, handling high-volume inbound inquiries, and connecting community members with appropriate services and support. In this role, you will serve as a key point of contact, deliver thoughtful assistance across multiple communication channels, and maintain accurate records in web-based platforms.

Responsibilities:

• Handle incoming calls and inquiries with professionalism, empathy, and a strong focus on resolving client needs efficiently.
• Record client conversations, outcomes, and follow-up details in CRM and other web-based systems with a high degree of accuracy.
• Guide individuals to relevant programs, benefits, and community resources based on their questions and circumstances.
• Work closely with internal departments to coordinate responses and ensure each case is addressed in a timely manner.
• Maintain current knowledge of organizational services, referral options, and support resources to provide reliable information.
• Deliver a consistently positive customer experience through phone, chat, and written communication.
• Use tools and platforms such as Avaya CMS, CRM applications, and standard Microsoft Office programs to manage daily tasks effectively.