Customer Experience Specialist
Job Details
Entry
FL - Lakeland, FL
Full Time
Not Specified
Customer Service
Description

Qgiv is a software-as-a-service (SaaS) company serving nonprofit clients nationwide. Qgiv is in the business of helping organizations that are helping others. We REALLY love our clients, and you will too!

To fill our Customer Experience Specialist role, we’re looking for a customer-centric candidate with a passion for helping our clients drive success. Are you confident in your skills, empathetic to others, and efficient in your day-to-day time management and prioritization of tasks? Do you believe that the devil really is in the details? You may be a good fit!

In this role, you’ll have daily interaction with our clients serving as a front line representative reactive to client needs. You'll react to all or any combination of the following requests from clients: emails from our helpdesk, inbound phone calls, chat requests, training requests, and sometimes even in person at events. We help with everything from tactical event setup, adding options, updating branding, and more all within our software!

You must become and remain a product expert to thrive in this role. Each day presents new opportunities and questions as our clients' needs change.

You must thrive in an environment that promises constant change, delay, and unexpected events. Multi-tasking is everything and you can’t let distractions get the best of you.  

Substantial Customer Experience Department Goals:

  • Timely, efficient and competent responses to all inbound requests via phone, email and chat
  • Understand Net Promoter Score and be aware of how your everyday interactions contribute to that goal 
  • Make our clients more successful with each interaction -- month-over-month, year-over-year, etc. 
  • Become and remain a product expert

Results:

  • Maintain a Client Satisfaction Score of 98% or above
  • Do your part in keeping revenue retention (speaks to how successful our clients are month-over-month and year-over-year) numbers above 112%. Sounds like a big number, but we like to think of it as eating an elephant one bite at a time: consistent, thoughtful, and helpful interactions are key: no one interaction will make or break this result.
  • Do your part in keeping our Net Promoter Score (NPS) at 60 or above. Our NPS score indicates how likely a client is to recommend us to a colleague. This result is heavily impacted by everyday interactions. 
  • Maintain a first-response time of less than 60 minutes during business hours

Obstacles:

Client-Side Obstacles:

  • No sense of urgency or uninterested in learning more about the product including features and enhancements that may benefit them down the road.
  • Scheduling
  • Turnover in staff
  • Some clients require more hand holding than others and patience is key

Internal Obstacles

  • Clients will always have feature and enhancement requests and we must prioritize. Not everyone will get what they want when they want it. Learning how to say no and be transparent is often something new employees struggle with. You'll get there!
  • Getting accurate and thorough information from Sales during the upgrade process. 

Actions:

  • Maintain a Client Satisfaction Score of 98% or above
  • Strive for one-touch resolution when it makes sense
  • Keep clients updated even when there is no resolution, they shouldn’t have to ask us for an update
  • Be thorough in responses. We don’t believe in less is more when it comes to supporting our clients
  • When clients are upset and frustrated, practice empathy
  • Get really great at managing expectations regarding enhancement, pricing changes, bug timelines, etc. 
  • Do your part in keeping revenue retention numbers in range 
  • Always gather as much information as you can from clients who are choosing to cancel so we can learn from those situations
  • Advocate for our clients by getting to the root of the REAL problem when they call with issues or ask for features. Often the real problem isn’t what they’re describing
  • Do your part in keeping NPS at 60 or above through building relationships with clients. 
  • Adhere to the follow-up procedure as outlined to ensure we’re closing the loop and getting as much helpful feedback on what’s going right AND what’s going wrong with each response
  • Maintain a first-response time of less than 60 minutes during business hours
  • Work as a team to ensure you communicate well about availability and ensure there is coverage on all support channels
  • First response time is only as successful as the actual response; an unhelpful response that meets the criteria isn’t what we’re looking for.
  • Pay attention to the details, but don't get stuck in the weeds! 

Location: Lakeland, Florida
Department: Customer Experience
Employment Type: Full-Time
Minimum Experience: Entry-level

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