Customer Engagement Specialist

At Vintti, we're redefining the economics of staffing for US businesses. Our agency connects SMBs, startups, and firms with top Latin American talent, offering a dual benefit of high-quality work and cost savings. By tapping into this rich talent pool, our clients can optimize their budgets, increase productivity, and gain a competitive advantage in their respective markets.

A Customer Engagement Specialist is responsible for fostering positive relationships with customers and ensuring their satisfaction with products or services. This role involves proactively reaching out to clients, addressing their inquiries and concerns, and providing tailored solutions to enhance their experience. By understanding customer needs and feedback, a Customer Engagement Specialist drives loyalty and retention, contributing to the overall success of the organization. This professional often collaborates with various departments to implement strategies that improve customer engagement and satisfaction, ultimately supporting business growth.

- Bachelor's degree in Business, Communications, or related field.
- 2+ years of experience in customer service or a related role.
- Excellent verbal and written communication skills.
- Strong active listening and empathy skills.
- Proficiency in using CRM software and customer service tools.
- Ability to manage and prioritize multiple tasks in a fast-paced environment.
- Strong problem-solving abilities and attention to detail.
- Experience handling and resolving customer complaints.
- Ability to work collaboratively with cross-functional teams.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Familiarity with social media platforms for business purposes.
- Strong organizational and time management skills.
- Ability to analyze customer feedback and provide actionable insights.
- Knowledge of industry trends and best practices in customer service.
- Strong interpersonal skills and the ability to build relationships with customers.
- Flexibility to adapt to changing business needs and priorities.
- Experience in training and mentoring new team members.
- Ability to maintain a professional demeanor under pressure.
- Demonstrated commitment to continuous improvement in customer service processes.
- Availability to work evenings, weekends, or holidays as needed.

- Respond to customer inquiries via email, phone, and chat.
- Actively listen to understand customer needs and provide solutions.
- Update and maintain accurate customer accounts and records.
- Handle and resolve customer complaints and escalate when necessary.
- Collaborate with departments to resolve complex customer issues.
- Provide information about new products, services, and promotions.
- Follow up with customers to ensure satisfaction.
- Conduct surveys and gather customer feedback.
- Use CRM software to track interactions and manage data.
- Share insights and contribute to strategy development in team meetings.
- Monitor and address concerns on social media channels.
- Prepare reports on customer interactions and feedback for management.
- Stay updated on product knowledge and industry trends.
- Identify opportunities for process improvements.
- Train and assist new team members.
- Manage workload and prioritize tasks to meet goals and expectations.

The ideal candidate for the Customer Engagement Specialist role will possess a Bachelor's degree in Business, Communications, or a related field, coupled with over 2 years of hands-on experience in customer service or a similar capacity. They will demonstrate exceptional communication skills, both verbal and written, with a strong ability to actively listen and empathize with customers. With a proactive problem-solving mindset and a customer-focused attitude, they will excel at delivering outstanding service and building strong, long-term relationships. Adept at managing multiple priorities in a fast-paced environment, the candidate will have proven organizational skills and attention to detail, alongside proficiency in using CRM software and customer service tools. They will bring strong analytical skills to interpret customer feedback and provide actionable insights, while demonstrating adaptability and flexibility in response to changing business needs. A collaborative team player with excellent interpersonal skills, they will maintain a professional demeanor under pressure and exhibit a positive attitude towards continuous improvement. Furthermore, their proficiency in Microsoft Office Suite and familiarity with social media platforms for business purposes will enable them to engage effectively with customers across various channels. The ideal candidate will be dependable, with a strong work ethic and an unwavering commitment to maintaining the highest standards of customer service. They will also have experience in training and mentoring new team members, ensuring consistency and excellence in service delivery.

- Respond to customer inquiries via email, phone, and chat in a timely and professional manner.
- Actively listen to customers to understand their needs and provide appropriate solutions.
- Update and maintain customer accounts and records with accurate and current information.
- Handle and resolve customer complaints and issues, escalating when necessary.
- Collaborate with other departments to address and resolve complex customer issues.
- Provide customers with information about new products, services, and promotions.
- Follow up with customers to ensure satisfaction and build strong, long-term relationships.
- Conduct surveys and gather customer feedback to inform improvements in service and products.
- Use CRM software to track interactions and manage customer data effectively.
- Participate in team meetings to share insights and contribute to strategy development.
- Monitor and address social media channels to engage with customers and address their concerns.
- Prepare reports on customer interactions and feedback for management review.
- Stay updated on product knowledge and industry trends to provide accurate information.
- Identify opportunities for process improvements to enhance customer experience.
- Train and assist new team members to ensure consistency in service delivery.
- Manage workload and prioritize tasks to meet response time goals and customer expectations.

- Exceptional communication skills, both verbal and written
- Strong active listening abilities with high empathy
- Proactive problem-solving mindset
- Customer-focused attitude with a passion for delivering excellent service
- High level of adaptability and flexibility
- Strong organizational skills and attention to detail
- Ability to manage multiple priorities in a fast-paced setting
- Collaborative team player with a positive attitude
- Strong interpersonal skills for building relationships
- Dependable and reliable with a strong work ethic
- Ability to remain calm and professional under pressure
- Initiative to identify and suggest improvements
- Strong analytical skills to interpret customer feedback
- Quick learner with a dedication to continuous learning and improvement
- Tech-savvy with proficiency using CRM and other customer service tools
- Ability to navigate social media platforms effectively
- Open-minded and receptive to feedback
- Patience and resilience in handling challenging customer interactions
- Enthusiastic and self-motivated with a drive to achieve and exceed goals
- Commitment to maintaining the highest standards of customer service.

- Competitive salary range: $50,000 - $60,000 annually
- Comprehensive health insurance (medical, dental, vision)
- 401(k) retirement plan with company match
- Paid time off (vacation, sick leave, and holidays)
- Flexible work schedule options, including remote work opportunities
- Professional development and training programs
- Career growth and advancement opportunities
- Employee wellness programs and resources
- Employee assistance program (EAP)
- Discounted company products and services
- Tuition reimbursement for continuing education
- Collaborative and supportive work environment
- Recognition and rewards programs
- Company-sponsored social events and activities