Customer Experience Specialist in New York City, NY

MWD Kit is hiring a Customer Experience Specialist in New York City, NY. Join our team to deliver exceptional customer service and support throughout the entire customer journey. We seek a proactive, customer-focused professional skilled in resolving issues and building positive relationships. Key Responsibilities Respond promptly to customer inquiries via phone, email, chat, and social media channels. Efficiently resolve customer concerns with professionalism and empathy. Build and maintain strong, lasting customer relationships to enhance loyalty. Track, document, and follow up on all customer interactions accurately. Identify customer needs and recommend tailored solutions to improve satisfaction. Gather and share customer feedback with sales, operations, and product teams. Collaborate cross-functionally to drive continuous improvements in customer experience. Monitor customer experience metrics and contribute to performance enhancement initiatives. Maintain up-to-date knowledge of company products, services, and policies. Qualifications High school diploma or equivalent required; associate's or bachelor's degree preferred. 1–3 years experience in customer service, support, or customer experience roles. Excellent verbal and written communication skills essential. Strong problem-solving and conflict resolution abilities. Proficiency with CRM systems and customer support software. Ability to multitask and prioritize competing demands effectively. Strong attention to detail and organizational skills. Preferred Skills Experience with CRM platforms such as Salesforce, HubSpot, or Zendesk. Data analysis and reporting capabilities. Ability to work independently and collaboratively within a team. Empathy and a customer-first mindset. Key Performance Indicators (KPIs) Customer Satisfaction (CSAT) Score Net Promoter Score (NPS) First Contact Resolution Rate Average Response Time Compensation: $24.32 per hour, full-time position based in New York City. This role is not remote eligible.