Customer Support Specialist assisting clients with technical inquiries via phone and email. Collaborating with the team on customer escalations and industry standard Learnings.
About the role
- Customer Experience Support Specialist supporting feedback management platforms and enhancing customer experiences at Perry Homes. Engaging with stakeholders to gather insights and optimize survey performance across projects.
Responsibilities
- **What You’ll Do**
- Perform administrative tasks to include, but not limited to, coordinating and maintaining the feedback management/survey platform (e.g. notification lists, net new requests, preparation and distribution of survey invitations), routine reporting of survey related KPIs, and other duties as assigned (e.g. Medallia, Qualtrics, QuestionPro).
- Optimize performance of surveys, including setting up, maintaining and monitoring recipient list files and data integration.
- Update and improve survey performance, including items related to the data fields, response accuracy, response rate and invitation delivery.
- Assist in supporting and troubleshooting for listing management platforms, to include, but not limited to, acting as a liaison between Perry Homes and vendor(s), assisting with data collection, documentation, maintenance, creation, and monitoring of listings (e.g. Google Business Profile, Birdeye, and Apple Business Connect).
- Assist in managing user accounts and platform infrastructure, including creating new user accounts, changing permissions, deleting accounts and training new users on customer experience platforms.
- Analyze root cause of issues related to survey programs and other customer experience solutions and quickly drive changes as needed in conjunction with key stakeholders.
- Partner with IT & Operations for data integration, including monitoring for accuracy, consistency and quality on customer experience platforms.
- Provide tier 1 support for troubleshooting customer experience related issues and queries.
Requirements
- **What We’re Looking For**
- Bachelor’s Degree in Marketing, Data Analytics, Business Administration, or related field preferred.
- Previous customer experience or consumer insights related role within a marketing, consulting or research function desired
- Experience working with a survey programming/feedback management platform and other customer experience related tools highly desired.
- Strong work ethic and the ability to work with little direction.
- Ability to effectively collaborate, partner, build relationships, empathize, influence, and persuade across the organization.
Benefits
- **Why You Will Love Working Here**
- Competitive compensation and benefits package:
- Medical, dental, vision coverage
- Financial Planning
- Time Off & Life Balance
- Family & Lifestyle
- Opportunities for growth and development
- Culture that is collaborative, inclusive, fast-paced, people-first
- Stable company with strong reputation in the market
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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