What are the responsibilities and job description for the Customer Experience Specialist position at EliteTruck.com?
About the Role
The Customer Experience Specialist is responsible for proactively engaging customers after their purchase to ensure an exceptional ownership experience. Rather than reacting to customer issues, this role builds lasting relationships through scheduled follow-up calls, education, feedback collection, issue identification, and customer advocacy.
The Customer Experience Specialist serves as the voice of the customer by identifying trends, uncovering opportunities for improvement, celebrating positive experiences, and collaborating across departments to continuously enhance the Elite Truck customer journey.
This position plays a vital role in strengthening customer loyalty, increasing retention, generating referrals, and supporting Elite Truck's commitment to delivering an industry-leading customer experience.
What You’ll Do
Customer Engagement:
- Conduct proactive follow-up calls and communications with customers after product delivery.
- Ensure customers are satisfied with their products and overall experience.
- Answer questions regarding installation, product operation, maintenance, and available resources.
- Build rapport with customers while representing the Elite Truck brand professionally.
- Create memorable customer interactions that encourage long-term loyalty.
Customer Advocacy:
- Identify customers experiencing concerns before they become escalated.
- Coordinate with Customer Support Specialists to ensure timely issue resolution.
- Act as the customer's advocate by communicating concerns internally.
- Follow through until customer issues have been resolved.
Voice of the Customer:
- Collect customer feedback regarding products, shipping, installation, and service.
- Document customer insights within company systems.
- Identify recurring themes and trends affecting customer satisfaction.
- Share recommendations with leadership for process improvements.
- Support customer satisfaction surveys and Voice of the Customer initiatives.
Relationship Building:
- Encourage customers to register products, subscribe to communications, and utilize available resources.
- Identify opportunities for additional products or accessories when appropriate without high-pressure selling.
- Encourage online reviews and testimonials from satisfied customers.
- Support referral initiatives and customer loyalty programs.
Cross-Functional Collaboration:
- Partner with Sales, Customer Support, Product Management, Marketing, Operations, and Shipping to resolve customer concerns.
- Communicate customer feedback that can improve products, processes, or customer communications.
- Assist in developing customer education materials and FAQs.
Documentation & Reporting:
- Maintain accurate records of customer interactions.
- Track callback completion rates and customer satisfaction metrics.
- Report recurring customer issues to leadership.
- Assist with departmental reporting and KPI tracking.
What We’re Looking For
Required:
- High school diploma or equivalent required. Associate's or Bachelor's degree preferred
- 2 years of customer service, customer support, hospitality, or customer success experience preferred
- Exceptional verbal and written communication skills
- Strong interpersonal and relationship-building abilities
- Excellent active listening skills
- Professional phone presence
- Strong organizational and time management skills
- Comfortable learning technical products
- Ability to handle multiple priorities simultaneously
- Proficiency in Google Suite and CRM/customer service software
Preferred:
- E-commerce customer service
- Automotive or truck accessory industry
- Customer Success or Customer Experience programs
- Survey and feedback management
- CRM systems
- Gorgias, Salesforce, HubSpot, or similar platforms
Key Skills & Competencies
- The ideal candidate demonstrates:
- Empathy
- Positive attitude
- Emotional intelligence
- Problem-solving
- Initiative
- Adaptability
- Professionalism
- Accountability
- Attention to detail
- Strong communication
- Customer-first mindset
Working at Elite Truck
We offer a competitive and evolving compensation and benefits structure designed to support both professional growth and personal well-being. These include:
- High-impact role supporting customer experience and retention
- Opportunity to grow within a rapidly scaling e-commerce company
- Collaborative, team-oriented work environment
- Onsite role based in Washington, NC
- Competitive salary
- Health, dental, and vision benefits
- Paid time off and company holidays
- Parental leave
Growth & Development
We believe that strong individuals build strong teams, and we invest in both. Our approach to development includes:
- Structured onboarding and role-specific training
- Ongoing feedback through 1:1s and performance conversations
- Cross-functional exposure across Sales, Operations, and Product teams
- Opportunities to expand product and industry knowledge
- Access to tools and resources that support continuous learning
Join Us
Ready to deliver exceptional customer experiences and be part of a team that values reliability, teamwork, and continuous improvement?
Join Elite Truck and help us provide a seamless, high-quality experience for every customer interaction—where your work directly impacts satisfaction, retention, and company growth.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Parental leave
- Vision insurance
Work Location: In person