About the role
The Customer Experience Specialist owns ongoing customer relationships and serves as a trusted point of contact throughout the sales and service lifecycle. This role manages inbound customer inquiries and assigned leads, guides customers through appropriate ATS service solutions, and ensures timely, accurate follow-up through opportunity closure. The position requires strong communication skills, disciplined CRM management, and the ability to manage multiple customer relationships with urgency and professionalism.
Responsibilities:
- Act as primary point of contact for assigned customer relationships
- Respond to customer web inquiries, phone calls, and emails in a timely manner
- Manage leads and opportunities from intake through closure with documented follow-up
- Uncover customer needs and guide customers to appropriate ATS service solutions
- Maintain accurate and complete CRM records for all leads, opportunities, and outcomes
- Serve as a subject matter resource for ATS service offerings and customer guidance
- Follow up with customers to document outcomes, next steps, and service satisfaction
- Maintain ownership and accountability for assigned customer interactions and pipelines
Required Experience and Skills:
- 2 to 4 years of inside sales or customer service experience
- Strong phone presence and written communication skills
- Demonstrated ability to manage multiple client relationships simultaneously
- Experience maintaining leads and opportunities within a CRM system
- Strong organization, time management, and follow-through skills
- Ability to manage customer needs with urgency while maintaining accuracy
Additional requirements:
- High school diploma or equivalent required
- CRM experience required; Microsoft Dynamics experience preferred
- Ability to develop working expertise across ATS service offerings
- Demonstrated consistency with CRM hygiene and data accuracy
Work Conditions:
- Primary work performed in an office or remote office environment
- Frequent use of phone, email, and CRM systems
- Regular interaction with customers and internal stakeholders
- Ability to manage workload in a high-volume, deadline-driven environment
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