Customer Experience & Digital Communications Specialist

Job Description

Job Description

Customer Experience & Digital Communications Specialist

Full-Time | Competitive Pay + Benefits

???? Hybrid Customer Support Role (Digital + Phone)

About the Opportunity

We are a well-established, family-owned service organization with over 40 years of experience delivering high-quality products and exceptional customer care. As our service operations evolve, we are expanding our team with a Customer Experience & Digital Communications Specialist -a role designed for today's modern, technology-driven service environment.

This position blends customer service, digital communication, and real-time coordination , supporting both traditional phone interactions and a growing AI-powered communication platform.

Position Overview

This is a hybrid communication role where you'll serve as a central point of contact for customers, helping them navigate service needs through both digital platforms and phone-based support .

You'll play a key role in ensuring a smooth, efficient, and high-quality customer experience while working within a system that supports scheduling, diagnostics, and service coordination.

Key Responsibilities

???? Digital Customer Communication

• Respond to customer inquiries through a digital platform (chat, messaging, online requests)
• Translate customer concerns into clear service requests
• Maintain fast, accurate, and professional written communication

???? Phone-Based Support

• Handle inbound and outbound service calls
• Guide customers through service issues, expectations, and next steps
• Deliver a high-touch, customer-focused experience

???? Service Intake & Coordination

• Collect and document key service details (model numbers, serial numbers, symptoms)
• Prioritize and route service requests appropriately
• Assist with scheduling and coordinating service appointments

???? Operations & Team Collaboration

• Partner with technicians, dispatch, and parts teams
• Ensure accurate communication across departments
• Help maintain workflow efficiency and service quality

???? Continuous Improvement

• Adapt to new tools and systems in a tech-enabled environment
• Contribute to improving digital communication and service processes

What Makes This Role Unique

✅ Not a traditional call center role

✅ Strong focus on digital communication and modern tools

✅ Exposure to technical service operations and diagnostics

✅ Opportunity for growth into operations, service, or technical roles

Qualifications

Required

• 1+ year of customer service, call center, or service coordination experience
• Strong written and verbal communication skills
• Comfortable using digital platforms and phone systems
• Detail-oriented with strong organizational skills
• Interest in technology and problem-solving
• High school diploma or equivalent

Compensation & Benefits

• Competitive pay based on experience
• Healthcare benefits
• 401(k) with company match
• Paid time off, sick time, and parental leave
• Employee discounts
• Weekly pay

Why Join Us?

• Be part of a modern, technology-driven service environment
• Work in a role that blends customer experience with digital innovation
• Join a stable, growing organization with long-term opportunity

Apply Today

If you enjoy helping customers, working with technology, and being part of a fast-paced team, we'd love to hear from you!