Customer Experience Specialist

This is a fully remote position, open to applicants in North Carolina, +3 more states.

📋 Description

• Interact with current and prospective clients to deliver an exceptional experience.

• Market and sell maintenance contracts for the company's products or services.

• Build and nurture customer relationships to facilitate the upselling of maintenance contracts and renewals.

• Prepare, distribute, track, and manage contracts through the invoicing process.

• Collaborate with the sales team to formulate sales strategies and achieve sales objectives.

• Draft and negotiate sales agreements.

• Oversee the renewal of service contracts using established commercial practices.

• Coordinate with NOC, Field Services, and Customer Experience teams to ensure smooth maintenance service delivery and support.

• Keep accurate records of customer, contract, quote, and service information in CRM and operational systems.

• Present health KPI reports, identify discrepancies, and propose enhancements to reporting.

• Conduct regular service and network performance assessments with customers.

• Serve as the escalation point and advocate for customers regarding complaints, service calls, troubleshooting, and repair efforts.

• Communicate internal contract SLAs to ensure Operations meets contractual obligations.

• Assist Sales as a subject matter expert in Network Services.

• Generate service quotes and support proposal creation.

• Facilitate customer meetings and act as the primary contact for the Network Services team regarding service inquiries.

• This position does not have direct reports.

⛳️ Requirements

• A minimum of 5 years of full-time experience in customer engagement roles such as sales, inside sales, project management, or other customer-facing positions.

• Proficient knowledge of wireless services, including preventative maintenance, RF testing, emergency responses, and repairs.

• Exceptional customer orientation.

• Strong verbal and written communication skills.

• Proficiency in English.

• High level of competency with Excel, Word, PowerPoint, Outlook, and Teams.

• Willingness to work overtime, evenings, weekends, holidays, and varied schedules as needed.

• Experience with CRM and database management.

• Ability to interpret and summarize service contracts.

• Experience with in-building wireless technologies and familiarity with relevant vendors.

• Knowledge of approved AI-driven productivity tools and workflow automation.

• Capability to sit for extended periods at a computer workstation.

• Occasional standing and walking may be required.

• Ability to lift up to 25 pounds in an office setting.

• Close vision required for computer tasks.

• Occasional travel to locations within IWS regions may be necessary.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401K plan.

• Paid Time Off (PTO).

• Holiday Pay.

• Educational incentives.

• Certification incentives.

• Reasonable accommodations for individuals with disabilities.