What are the responsibilities and job description for the Customer Solution Specialist position at Kenect?
About us
Kenect is on a mission to revolutionize customer communication and engagement for businesses across North America. Founded with a deep understanding of the challenges businesses face in connecting with their customers, Kenect helps companies streamline communication, enhance customer satisfaction, and drive growth through its innovative messaging and reputation platform. Trusted by thousands of businesses, our passionate team is committed to building technology that fosters closer connections and helps businesses thrive in a digital-first world
About This Role
As a Customer Solutions Specialist, you will be the go-to expert for resolving complex customer needs, protecting retention, and delivering exceptional experiences. This role blends direct customer interaction with behind-the-scenes coordination to ensure our customers get timely, accurate, and empathetic support. You will work closely with our Retention, Account Management, Operations, and Technical Support teams to deliver solutions that make a lasting impact. This position is based onsite at our Pleasant Grove, Utah office.
What You Will Be Doing
- Take ownership of escalated cases, assess the situation, and work toward resolution by managing the DERISC process, collaborating with the Retention team, or engaging other internal resources as needed.
- Training and Enablement: Lead customer training and walkthroughs of product features in ad-hoc sessions and scheduled calls to help them get the most value from Kenect.
- Account and Billing Management: Resolve complex billing disputes, process account amendments, and manage billing adjustments or refunds in partnership with Retention, Account Management, and Finance teams.
- Special Projects and Strategic Outreach: Support targeted outreach initiatives such as partner program enrollments and other unique customer engagement efforts that drive satisfaction and loyalty.
- Feature Feedback and Product Insights: Capture and document customer feature requests, ensuring accurate tracking for product team review, and share insights to help shape future improvements.
- Account Administration & Adjustments: Processing account amendments, billing credits, refunds, and other administrative account requests.
- Cross-Functional Collaboration: Partner closely with Operations, Technical Setup, and Technical Support teams to resolve issues efficiently and deliver a seamless customer experience.
Skills & Qualifications - 2 years in customer support, customer success, account management, or a related role
- Strong verbal and written communication skills with the ability to convey technical or billing information clearly
- Exceptional problem-solving skills with a focus on customer experience and retention
- Comfortable managing escalated customer situations with empathy and professionalism
Strong organizational skills with the ability to handle multiple priorities
- Familiarity with ticketing systems (Jira Service Management preferred) and CRM tools
- Ability to collaborate effectively across multiple teams
Our Company Values We Hope You Showcase
- Unwavering Customer Obsession
- See it, Solve it, Get it Done
- Build, Adapt, Win
What Kenect Offers!
- Health, Dental, Vision, Life & Disability Insurance
- Your birthday is a paid day off
- Onsite gym
- Breakroom full of snacks and drinks
- Convenient location next to freeway entrance/exit
We believe in hiring self-motivated team members who can run alongside us without needing to be “managed” along the way. Yes, we have managers and 1:1s. Yes, we believe in giving open two-way feedback. We also believe in having team members that can run without the daily guidance that some companies prefer.
Kenect is an equal opportunity employer. We are an organization comprised of people of all kinds of backgrounds, and believe this mix is precisely what makes us strong. All employment decisions at Kenect are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, or any other status protected under federal, state, or local law.
