Customer Experience Specialist

Customer Experience Specialist

Hybrid-Norcross, GA;
Carrollton, GA;
Avon, CT;
Sturbridge, MA;
Somerset, NJ

Composing the core of a brighter world

LIGHTERA has one of the longest and most respectable corporate lineages in American business, which goes back to Alexander Graham Bell and the invention of the telephone more than a century ago. We have a proven track record of being first in the industry with application specific fibers, optical connectors, ribbon cables, erbium doped fibers, Raman fiber lasers, fiber gratings and more.

Our mission is to provide leading optical innovations and solutions by designing, manufacturing and supplying the best optical fibers, fiber cable and components and devices for our customers, with exceptional service that creates value for our shareholders, customers and employees. To do so, we must continue shaping the future of communications by applying the best minds to the challenges our customers will continually face.

Our mission is simple and bold: to build brighter, more connected communities through cutting-edge optical technologies.

POSITION SUMMARY:

Customer Experience Specialist duties include but not limited to managing customer inquiries, feedback, and technical support through live chat, email, social media, and ticketing systems. This role helps drive continuous improvement in customer experience by identifying recurring trends, supporting team collaboration, and ensuring consistent communication across various time zones

Key Responsibilities

• Communication:
  Manage and respond to incoming customer support requests.
• Issue Resolution:
  Diagnose and troubleshoot customer issues related to website navigation, account setup, and online orders, providing solutions or escalating issues to the appropriate technical teams.
• Platform Navigation:
  Utilize CRM software and help-desk ticketing systems to log interactions, track cases, and document customer feedback.
• Brand Representation:
  Maintain a professional, empathetic, and brand-consistent tone in all written communications while helping to de-escalate issues and build customer loyalty.
• Cross-Functional Collaboration:
  
  Communicate customer feature requests, bug reports, and recurring concerns to Product Development and Marketing teams to support continuous improvement of web services.
• Team
  
  Collaboration:
  
  Partner with internal teams across Customer Support, Product, Marketing, and Operations to share insights, align on issue resolution, and improve the overall customer journey.
• Customer Experience Improvement:
  Analyze customer feedback, case trends, and service interactions to recommend process improvements that enhance responsiveness, satisfaction, and long-term customer loyalty.
• Global Coordination:
  Work effectively across various time zones to support customers and colleagues, ensuring timely follow-up, clear handoffs, and continuity of service.

EDUCATION and EXPERIENCE:

• Education:
  
  High school diploma or equivalent required; bachelor's degree preferred.
• Experience in optical fiber, connectivity, communications, networking, data center, or related technology industries preferred.
• Minimum 3 years of computer experience, including a working knowledge of Windows, Microsoft Word and Excel
• Minimum of 3 years working with Customers
• Minimum of 3 years working with business processes.

Key Competencies

• Communication
  
  Skills:
  
  Exceptional written communication skills with strong attention to grammar, spelling, and tone.
• Technical Aptitude:
  Familiarity with web-based platforms, content management systems (CMS), and modern digital communication tools.
• Problem-Solving:
  Strong analytical and critical-thinking skills with the ability to resolve complex customer issues.
• Time Management:
  Ability to manage multiple priorities, handle a high volume of digital interactions, and respond effectively to urgent requests.

General Expectations

• Demonstrate effective communication (verbal, written) skills.
• Maintain discretion when working with confidential and proprietary information.
• Strict adherence to company safety policies and procedures.
• Conform to all aspects of Lightera's "Standards of Conduct".
• Serve as a role model for safe work practices and behaviors.
• Additional duties as assigned.

Working at LIGHTERA means having the opportunity to realize ideas, experience innovation, and discover new solutions for the future. In addition to our dynamic work environment, we offer competitive salaries and generous benefits programs, including medical, dental, tuition reimbursement, and a matching 401(k)…