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Customer Experience Specialist in San Francisco, CA at Nelson

Date Posted: 12/26/2018

Job Snapshot

Job Description

Job Number: 2128212

Customer Experience Specialist

San Francisco, CA

Up to $21/hr

Customer Experience Specialist

We are looking for a motivated and creative 'customer-first' individual to help drive our virtual Concierge service. We are looking for an empathetic, service-oriented personality with a willingness to do whatever it takes to creatively solve problems. You'll help grow our virtual Concierge service working hand in hand with your teammates in Customer Experience, Hospitality and Product Operations. You'll manage a series of shifts covering our Concierge SMS, Phone, Email and Web Chat support with a laser focus on delivering a world class support experience. You are ultimately responsible for ensuring swift yet memorable solutions for our customers.

Customer Experience Specialist Responsibilities:

Specific responsibilities include:

  • Mange Concierge requests via multi-modal platforms and working diligently to resolve customer issues
  • Identify Guest needs and address them using tools, virtual resources and your creativity
  • Work with on-site teams and regional partners to deliver exceptional Guest satisfaction
  • Provide accurate, valid and detailed information by using the tools and processes developed by the company
  • Follow standard operating procedures, guidelines and policies
  • Handle Guest complaints with grace and provide appropriate solutions and alternatives within the time limits
  • Find ways to improve our tools and process and surface those suggestions to your teammates in Product and Design.
  • Work as a front-line connector with our Guests and inform our team of Guest needs, wants and persona characteristics.

Who we're looking for:

  • You are passionate about Guest service and demonstrate true empathy for the Customer journey
  • You have a strong belief in how customer support should be approached that is based on experience, learning and your own views
  • You're a skilled problem solver and can handle escalated situations with a calm and deliberate tone, and an ear towards conflict resolution
  • You always put the Guest first and are willing to do whatever it takes to ensure a great experience: You'll go above and beyond to make sure the Guest is happy each and every time
  • You have an affinity for the fast-paced, changing environment of a start-up, a sense of humor and a "Builder's" mentality: You set goals and you work with your team to move mountains to achieve them

Customer Experience Specialist Requirements:

  • Self-starter able to excel with autonomy
  • 1-3 years of experience in customer service
  • Familiar with Kustomer, Zendesk or other CRM ticketing platforms
  • Technically savvy, you are organized and have a rigorous attention to detail
  • Track record of over-achieving quota
  • Excellent communication skills

Qualified applicants with arrest and conviction records will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.


About Nelson:

For more than 45 years, we've been passionate about helping people find jobs they love - rewarding jobs that further career goals. At Nelson, we partner with companies that have outstanding reputations. Working with innovative startups to Fortune 500 companies, our skilled recruiters have access to opportunities beyond what you can find on your own. With Nelson, you'll get the most out of your career. Together, we'll set career goals and find you a position where your skills shine. For a full listing of jobs, go to: and click "Find Work."