Customer Experience Specialist

Do you text faster than you talk? Are you the first friend to respond in a group chat? Are you obsessed with social media and follow all your favorite brands? Do you thrive in a position where you can measure your success? If you answered yes, keep reading.

We’re searching for a fun, go-getter who thrives in a fast paced environment, gets shit done, and is obsessed with the details--nothing gets past you! The ideal candidate will be the behind the scenes voice of our social media channels (plus other platforms) and you’ll see EVERY interaction as an opportunity to turn someone into a customer or at the very least, a promoter of Smart City.

About the role:

The mission of the Customer Experience Specialist is to create a badass first impression and foster a fun, relevant brand personality through every interaction (think comments, DMs, texts, calls) while creating an out of this world customer experience! You'll take ownership of managing communications for internal and external inquiries over social media and other channels while being in charge of the entire lead distribution process!

You might be a good fit if:

• You’re outgoing and personable.
• You’re the type of person with unparalleled accuracy, efficiency, and organization… aka next-level multitasking skills.
• You respond to texts and emails faster than anyone else.
• You have amazing grammar and spelling skills.
• You have great problem-solving abilities and a creative make-it-happen spirit.
• You're a self-starter with the ability to accomplish goals with little supervision.
• You’re ambitious and eager to learn and improve upon your own skills.

Job Scope:

• Platform and Community Management:

  • Create an out of this world first impression by answering texts, calls, social media DM’s quickly, while staying on brand.
  • Take ownership of all customer communications and issues from initial contact until resolution and communicate with agents & management about problems that arise.
  • Respond to all comments, creating an engaging brand on social media that people want to interact with.
  • Ensure that every person you come in contact with has a great experience with Smart City. Creating a new customer or promoter with every touch point.

• Operations:

  • Qualify all inbound leads.
  • Manage all assigned platforms.
  • Uphold conversion targets.
  • Uphold response time expectations.
  • Uphold our core values.
  • Ensure accuracy of all information, the details matter.
  • Solve client problems effectively, always putting the customer first.
  • Act as a liaison between agents and their customers.
  • Own the lead distribution process from the moment a client contacts us to the time they’re in contact with an agent.
  • Become an encyclopedia of knowledge about Smart City: WHO we are, WHAT we do, HOW/WHY we do it.
  • Work cross-departmentally & with leadership to identify any issues and collaborate to find potential solutions.
  • Communicate efficiently and effectively through multiple channels.
  • Utilize our custom CRM and other technologies efficiently and effectively.
  • All other duties as assigned.

Supervisory Responsibilities:

• None

Required Education and Experience:

• High School Diploma or equivalent required
• Associates Degree recommended
• 2+ years of experience in a customer experience, social media, or marketing role preferred
• Experience managing inbound client communications preferred

Required Skills / Abilities:

• Proficient in Google G-Suite
• Proficient with CRM tools
• Proficient with Apple products
• Proficient with all social media platforms (Bonus if you’re familiar with SproutSocial)
• Proficient in phone etiquette (Bonus if you’re familiar with OpenPhone)

Physical Requirements:

• Hybrid In-Office Role
• Located in DFW (based in our Dallas office)
• Assures that safety regulations are followed at all times.
• Adherence to compliance measures implemented by governing bodies such as but not limited to OSHA & the CDC. Follows policies and procedures, including infection control, universal precautions, and exposure control plans when performing daily tasks.
• Reports hazardous conditions, accidents, and incidents to the immediate supervisor.
• Must be able to lift up to 25 lbs.
• Requires standing, walking, bending, kneeling, stooping, and crouching.

Expected Hours of Work:

• Typical CX operating hours: 8am - 8pm Monday - Sunday. Shifts will be assigned by CX Manager monthly and can change with notice.

Travel:

• As a Hybrid in-office role, minimal travel may be required for scheduled shifts, business functions, team training, and cultural events.

All offers of employment are conditioned upon the candidate’s completion of a Form I-9 and delivery of appropriate documentation to establish the candidate’s identity and legal authorization to work in the United States. This document in no way states or implies that these are the only duties to be performed by the individual occupying this position. This is a representative list of the general duties, and it is not intended to be all-inclusive. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

I have received, reviewed and fully understand the job description. I further understand that I am responsible for the satisfactory execution of the essential functions described herein, under any and all conditions as described. I acknowledge receipt of this job description.

We Take Equality Seriously: Smart City is proud to be an equal opportunity workplace and does not discriminate based on race, religious creed, color, national origin, ancestry, genetic information, physical or mental disability, medical condition, marital status, gender, age, sexual orientation, gender identity, veteran status, or any other characteristic protected by applicable law, in connection with any aspect of employment at Smart City Locating.