Customer Experience Specialist

About Wilson Connectivity:Join the team at Wilson Connectivity and be a part of our mission to connect everyone, everywhere! As the industry leader in wireless connectivity solutions, we're bringing 5G connectivity to businesses and consumers in their homes, workplaces, and beyond.But we're not just committed to developing innovative products - we're dedicated to developing great people. That's why we've been recognized as a "Best Companies to Work For" six times by Utah Business. Our strong work culture drives high employee satisfaction, and we're looking for individuals who are passionate about making a positive impact.Position OverviewWe're rebuilding Customer Experience around AI automation, and we're looking for someone who wants to be on the building side of that shift. This isn't a role where success is measured by how many calls you take. It's a role where success means making the whole operation smarter, faster, and more effective over time.Along the way, you'll build a foundation that's hard to find in most entry-level roles: a genuine understanding of the customer, what they need, and what breaks down when operations fall short. The work sits at the intersection of relationship management and operational execution, and the people who do it well come away with a skill set that transfers across almost any business function.If you're someone who gets excited by AI, thrives in operational environments, and genuinely enjoys working with people, this role is a good fit.Your ResponsibilitiesTrain and refine our AI agent's performance by testing and evaluating chat, phone, and email experiences, identifying gaps, and contributing to continuous improvementsProcess sales orders, quotes, RMAs, and returns with a high degree of accuracy; this is a daily touchpoint for this roleSupport B2B partners and the sales team with operational requestsMaintain and update CRM and ERP data across customer and order workflowsIdentify patterns in customer issues and contribute to knowledge base improvements that reduce repeat contactsCollaborate with team members across functions to keep operations running smoothlyHandle customer interactions across phone, email, and chat as needed, with the expectation that this volume decreases over time as the AI agent matures and your focus shifts to higher-value workRequirementsBring ambition and a growth mindset, whether through a degree in progress, a completed education, or a demonstrated track record of leveling upCommunicate clearly and professionally in writing and verbally across internal and external audiencesStay organized and detail-oriented while managing multiple priorities without losing accuracyPick up new software and systems quickly and without hesitationTake ownership of their work and look for ways to improve processes rather than just follow themHave prior customer-facing or administrative experience, though this is a plus rather than a requirement Ready to Join Us? If this role sounds like a fit, please fill out our quick 3-minute, mobile-friendly application. We look forward to meeting you!

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