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 service and support throughout the entire customer journey. We seek a proactive, customer-focused professional skilled at resolving issues and building positive relationships. Key Responsibilities Respond promptly to customer inquiries via phone, email, chat, and social media channels. Resolve customer concerns efficiently with professionalism and empathy. Build and maintain strong, lasting customer relationships. Track, document, and follow up on all customer interactions accurately. Identify customer needs and recommend tailored solutions. Gather and share customer feedback with internal teams to enhance products and services. Collaborate closely with sales, operations, and product teams to boost customer satisfaction. Monitor customer experience metrics and support continuous improvement 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 of experience in customer service, support, or customer experience roles. Excellent verbal and written communication skills. Strong problem-solving and conflict-resolution capabilities. Proficiency with CRM systems and customer support software. Ability to multitask and manage competing priorities effectively. Strong attention to detail and organizational skills. Preferred Skills Experience with CRM platforms such as Salesforce, HubSpot, or Zendesk. Data analysis and reporting skills. 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 Position Details: Full-time role based in New York City. Hourly pay rate of $24.32. This position is not eligible for remote work.