Customer Experience and Business Operations Specialist

Customer Support:

• Respond to support requests from nonprofits, schools, and libraries across multiple channels and resolve issues.
• Help customers set up devices, troubleshoot hardware, software, and connectivity problems, and escalate technical issues.
• Document all interactions in the CRM and follow up on CSAT survey responses.

Onboarding and Orders:

• Onboard new accounts and train customers on products and services.
• Process orders and account transactions, coordinating shipping for larger or more complex orders.
• Complete required compliance steps such as eligibility verification and customer documentation.

Process Improvement and Reporting:

• Document and set up customer experience workflows in CRM and account management tools.
• Review processes regularly and recommend changes that save time or improve the customer experience.
• Track call disposition, ticket volume, and customer satisfaction, and prepare regular reports for management.