Customer Experience Specialist
Lake Charles, LA Lake Charles, LA Full-time Full-time Estimated:
$40.
9K - $51.
8K a year Estimated:
$40.
9K - $51.
8K a year 13 hours ago 13 hours ago 13 hours ago Purpose:
Citadel Completions is seeking a highly motivated, self-starter and experienced Customer Experience Specialist II (CSS) to join our team.
As a CESII, you'll proactively seek new and innovative ways to address customer issues, work with stakeholders to improve their experience, create processes and procedures to administer exceptional interactions, understand and deliver on their specific needs, and help set goals while measuring progress.
You'll constantly refine our high standards for customer service, serving our customers with excellence in every interaction.
Responsibility and Accountability Statement:
As a CESII at Citadel Completions, your main duty is to create positive experiences for our customers.
You'll utilize empathy, curiosity, and innovative thinking to understand our business initiatives and customer goals, contributing to achieving our company objectives.
Your accountability lies in enhancing our customers' encounters with Citadel by monitoring their interactions with our organization, both direct and indirect.
Through effective communication skills and commitment to excellence, you'll serve as a trusted resource for our customers, providing guidance and support throughout their experience with us.
Collaborating with cross-functional team members, you'll identify opportunities to improve the customer experience and ensure that we consistently provide exceptional service.
Your performance will be measured based on customer feedback, satisfaction, issue resolution, and retention.
With a strong work ethic, attention to detail, and passion for customer service, you'll play a critical role in maintaining Citadel Completions' reputation as a leader in the completions industry.
Key
Responsibilities:
Design and create process and procedures to administer and improve customer experience.
Seek to understand customers' specific needs and create a clear customer experience vision to deliver exceptional experiences with every single interaction, creating life-long clients that also inform their friends about us.
Serve the customers by being proactive in seeking new and innovative ways to address customer issues.
Ensure customer satisfaction through customer surveys and by evaluating customer touchpoints (interactions) Collaborate with stakeholders in sales, marketing, customer support, and senior leadership to improve the company's brand and refine the customer's experience.
Have a clear understanding of the company's standards as they relate to customer experience and service and help create new goals and measure progress towards achieving them.
Use shared calendars to communicate customer arrivals and departures well in advance to ensure a smooth and seamless experience for our clients.
Map the customer's journey and identify opportunities to proactively intervene on the client's behalf.
Develop listening points in the customer experience journey and identify opportunities for continuous improvement.
Test new strategies for driving customer value and continually review and evolve the collection of processes used to track, oversee, and organize the 360 degrees of interaction between the customer and Citadel Completions throughout the relationship lifecycle and communicate it bi-weekly.
Help project managers and cross-functional teams in effective client issues resolution and handle any escalations.
Provide best-in-class customer service that exceeds clients' expectations and projects a positive attitude with high energy, diplomacy, and creativity in work strategies.
Develop relationships with clients to improve their overall service level and work with a team to ensure worldwide coverage for clients.
Develop and foster relationships with the Airport Management, Millionaire FBO, community, employees, and customers.
Conduct facility tours for Citadel Completions for any special guests, city officials and Chennault Airport special groups.
Customer Travel Arrangements and Accommodations & offices:
Collaborate and communicate successfully with customers outside and inside Citadel.
Create and manage a customer database with client profiles, documents, policies, unused ticket management, compliance, and savings documentation for those who use us to book travel.
Proficiency in use of a travel system to arrange appropriate travel accommodations including car, hotel, air.
Arrange all elements of business travel from initial request to completion for corporate account clients and prepare and distribute clients' travel documents (book flights, hotel accommodation; rental cars, make dinner reservations, etc.
for customers).
Maintain a thorough knowledge of the business and an understanding of how that affects the customer base internally and externally.
Maintain seamless service for customer offices by keeping them stocked with drinks, snacks, etc and reorder customer amenities as needed.
Issue driving passes and facility access badges to customers through the Airport and assure compliance with airport security for safe driving practices.
Ensure custodial services keep up with customer area cleanliness.
Ensure custodial services keep customer apartments clean.
Skills and Abilities:
Ability to think strategically, work independently and collaboratively with cross-functional teams, Ability to handle multiple tasks and manage time effectively.
Ability to build strong relationships with clients and internal stakeholders.
and possess a passion for providing excellent customer service.
Excellent communication skills, both verbal and written.
Excellent organizational and problem-solving skills to prioritize workload according to business demands and works well under pressure.
Proven experience in developing and implementing successful customer service strategies.
Proficiency in travel booking systems.
Proven experience as a Customer Service Specialist or similar role.
Proficient in Microsoft Office and customer service software applications.
Passion for providing exceptional customer service and a commitment to serving the needs of our clients.
Strong problem-solving and conflict resolution skills.
Strong interpersonal skills with the ability to build rapport quickly.
Strong problem-solving skills as well as an ability to think independently and strategically to create sound resolutions and proactive measures for anticipating customer needs.
Proficiency in Microsoft Office Suite to include but not limited to Word, Excel, and PowerPoint.
Minimum Qualifications or
Experience:
Associate degree in customer service or hospitality.
Service oriented attitude with prior customer service experience.
Excellent verbal and written communication skills.
Ability to establish and nurture beneficial business relationships.
Self-motivated with great initiative to solve unique and complex problems.
Negotiating skills and personal savvy.
Ability to thrive in a fast-paced and sometimes high-pressure environment.
Preferred Qualifications or
Experience:
3-5 years in High End Hospitality Industry 3-5 years VVIP/VIP Aircraft Customer Service Supervisory Responsibilities None.
Reporting Relationship Director of Marketing Working Conditions The work is performed in an office environment, aircraft hangar, at the departure gate or on the aircraft parking ramp.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
$40.
9K - $51.
8K a year Estimated:
$40.
9K - $51.
8K a year 13 hours ago 13 hours ago 13 hours ago Purpose:
Citadel Completions is seeking a highly motivated, self-starter and experienced Customer Experience Specialist II (CSS) to join our team.
As a CESII, you'll proactively seek new and innovative ways to address customer issues, work with stakeholders to improve their experience, create processes and procedures to administer exceptional interactions, understand and deliver on their specific needs, and help set goals while measuring progress.
You'll constantly refine our high standards for customer service, serving our customers with excellence in every interaction.
Responsibility and Accountability Statement:
As a CESII at Citadel Completions, your main duty is to create positive experiences for our customers.
You'll utilize empathy, curiosity, and innovative thinking to understand our business initiatives and customer goals, contributing to achieving our company objectives.
Your accountability lies in enhancing our customers' encounters with Citadel by monitoring their interactions with our organization, both direct and indirect.
Through effective communication skills and commitment to excellence, you'll serve as a trusted resource for our customers, providing guidance and support throughout their experience with us.
Collaborating with cross-functional team members, you'll identify opportunities to improve the customer experience and ensure that we consistently provide exceptional service.
Your performance will be measured based on customer feedback, satisfaction, issue resolution, and retention.
With a strong work ethic, attention to detail, and passion for customer service, you'll play a critical role in maintaining Citadel Completions' reputation as a leader in the completions industry.
Key
Responsibilities:
Design and create process and procedures to administer and improve customer experience.
Seek to understand customers' specific needs and create a clear customer experience vision to deliver exceptional experiences with every single interaction, creating life-long clients that also inform their friends about us.
Serve the customers by being proactive in seeking new and innovative ways to address customer issues.
Ensure customer satisfaction through customer surveys and by evaluating customer touchpoints (interactions) Collaborate with stakeholders in sales, marketing, customer support, and senior leadership to improve the company's brand and refine the customer's experience.
Have a clear understanding of the company's standards as they relate to customer experience and service and help create new goals and measure progress towards achieving them.
Use shared calendars to communicate customer arrivals and departures well in advance to ensure a smooth and seamless experience for our clients.
Map the customer's journey and identify opportunities to proactively intervene on the client's behalf.
Develop listening points in the customer experience journey and identify opportunities for continuous improvement.
Test new strategies for driving customer value and continually review and evolve the collection of processes used to track, oversee, and organize the 360 degrees of interaction between the customer and Citadel Completions throughout the relationship lifecycle and communicate it bi-weekly.
Help project managers and cross-functional teams in effective client issues resolution and handle any escalations.
Provide best-in-class customer service that exceeds clients' expectations and projects a positive attitude with high energy, diplomacy, and creativity in work strategies.
Develop relationships with clients to improve their overall service level and work with a team to ensure worldwide coverage for clients.
Develop and foster relationships with the Airport Management, Millionaire FBO, community, employees, and customers.
Conduct facility tours for Citadel Completions for any special guests, city officials and Chennault Airport special groups.
Customer Travel Arrangements and Accommodations & offices:
Collaborate and communicate successfully with customers outside and inside Citadel.
Create and manage a customer database with client profiles, documents, policies, unused ticket management, compliance, and savings documentation for those who use us to book travel.
Proficiency in use of a travel system to arrange appropriate travel accommodations including car, hotel, air.
Arrange all elements of business travel from initial request to completion for corporate account clients and prepare and distribute clients' travel documents (book flights, hotel accommodation; rental cars, make dinner reservations, etc.
for customers).
Maintain a thorough knowledge of the business and an understanding of how that affects the customer base internally and externally.
Maintain seamless service for customer offices by keeping them stocked with drinks, snacks, etc and reorder customer amenities as needed.
Issue driving passes and facility access badges to customers through the Airport and assure compliance with airport security for safe driving practices.
Ensure custodial services keep up with customer area cleanliness.
Ensure custodial services keep customer apartments clean.
Skills and Abilities:
Ability to think strategically, work independently and collaboratively with cross-functional teams, Ability to handle multiple tasks and manage time effectively.
Ability to build strong relationships with clients and internal stakeholders.
and possess a passion for providing excellent customer service.
Excellent communication skills, both verbal and written.
Excellent organizational and problem-solving skills to prioritize workload according to business demands and works well under pressure.
Proven experience in developing and implementing successful customer service strategies.
Proficiency in travel booking systems.
Proven experience as a Customer Service Specialist or similar role.
Proficient in Microsoft Office and customer service software applications.
Passion for providing exceptional customer service and a commitment to serving the needs of our clients.
Strong problem-solving and conflict resolution skills.
Strong interpersonal skills with the ability to build rapport quickly.
Strong problem-solving skills as well as an ability to think independently and strategically to create sound resolutions and proactive measures for anticipating customer needs.
Proficiency in Microsoft Office Suite to include but not limited to Word, Excel, and PowerPoint.
Minimum Qualifications or
Experience:
Associate degree in customer service or hospitality.
Service oriented attitude with prior customer service experience.
Excellent verbal and written communication skills.
Ability to establish and nurture beneficial business relationships.
Self-motivated with great initiative to solve unique and complex problems.
Negotiating skills and personal savvy.
Ability to thrive in a fast-paced and sometimes high-pressure environment.
Preferred Qualifications or
Experience:
3-5 years in High End Hospitality Industry 3-5 years VVIP/VIP Aircraft Customer Service Supervisory Responsibilities None.
Reporting Relationship Director of Marketing Working Conditions The work is performed in an office environment, aircraft hangar, at the departure gate or on the aircraft parking ramp.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
