Customer Experience Specialist

Customer Experience Specialist | Ripple Fiber

We are seeking a Customer Experience Specialist to join our growing team in Charlotte, NC.

About Ripple Fiber

Our mission is to provide access to the best internet for life, while bridging the digital divide, using advanced technology aimed at improving people's lives. Our technology has proven successful in other countries around the world and has provided ease of access to more opportunities from an education, entertainment, and employment perspective.

We have achieved the above by providing faster, more stable fiber internet connection, providing each user with their own bandwidth without needing to share with anyone else. Simply put, the capacity of fiber is a lot faster than copper and is the internet of the future.

Our aim is to provide this internet access to over 3 million homes over the next 7 years, across various states.

About our Culture

We are a dynamic fast growing, fast paced, innovative company filled with ambitious, self-starters with entrepreneurial mindsets. We are people centric and place emphasis on employee experience, career growth and development.

About the Role

As a Customer Experience Specialist, you will play a critical role in retaining customers who are considering canceling their service. You will engage with customers to understand their concerns, offer tailored solutions, and ensure their continued satisfaction with our services. This role requires excellent communication skills, empathy, and a strong ability to resolve issues effectively.

Responsibilities:

• Handle inbound and outbound customer calls who have indicated they want to cancel their service to understand their concerns and reasons for wanting to leave.
• Provide tailored retention offers, such as discounts, service upgrades, or other incentives to retain customers.
• Resolve customer issues and complaints with patience and understanding, offering timely solutions and escalating cases as necessary.
• Maintain a deep understanding of company products and services to offer accurate assistance and recommendations to customers.
• Keep records of customer interactions, transactions, comments, and complaints, ensuring all customer data is accurate and secure.
• Follow communication procedures, guidelines, and policies to maintain consistency and quality in service.
• Work closely with the team to share insights from customer feedback and contribute to the improvement of products and services.
• Continuously seek opportunities to increase customer satisfaction and deepen customer relationships.
• Participate in training and development sessions to improve knowledge and performance level.

Experience:

• High school diploma or equivalent; a college degree is preferred.
• Proven experience in customer service, sales, or a retention role.
• Strong conflict resolution and active listening abilities.
• Excellent communication and interpersonal skills.
• Ability to multitask, prioritize, and manage time effectively.
• Capability to handle stressful situations and remain calm under pressure.
• Empathy and a customer-oriented attitude, with a commitment to meeting and exceeding customer expectations.

Additional Skills:

• Fluency in more than one language is an advantage.
• Strong problem-solving skills and the ability to think analytically.
• Comfortable working in a fast-paced environment.

We offer a competitive salary, comprehensive benefits package (including 401k packages), various perks and opportunities for growth and development. If you believe you are a fit from a role and culture perspective, please submit your resume, along with a cover letter for consideration.

Ripple Fiber is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Ripple Fiber is committed to providing veteran employment opportunities to our service men and women.

Location: Charlotte, NC, US

Posted Date: 9/30/2024