Customer Experience Support Specialist

Perry Homes•Houston, TX

About The Position

The Customer Experience Support Specialist is primarily responsible for representing the customer experience department with all work output and communications. This position will be supporting customer experience-related platforms, programs, projects, and initiatives. This position will maintain and provide administrative support for the Feedback Management platform, including data management, survey creation and modifications, as well as enhancements. The Customer Experience Support Specialist will work on the Customer Experience team, and will engage with key stakeholders across the organization to ensure we gather meaningful insights from internal and external customers. This position is also responsible for providing administrative and data collection support for the Customer Experience team and may participate in both department and cross-department projects and initiatives that enhances the overall customer journey.

Requirements

Bachelor’s Degree in Marketing, Data Analytics, Business Administration, or related field preferred.
Previous customer experience or consumer insights related role within a marketing, consulting or research function desired
Experience working with a survey programming/feedback management platform and other customer experience related tools highly desired.
Strong work ethic and the ability to work with little direction.
Ability to effectively collaborate, partner, build relationships, empathize, influence, and persuade across the organization.

Responsibilities

Perform administrative tasks to include, but not limited to, coordinating and maintaining the feedback management/survey platform (e.g. notification lists, net new requests, preparation and distribution of survey invitations), routine reporting of survey related KPIs, and other duties as assigned (e.g. Medallia, Qualtrics, QuestionPro).
Optimize performance of surveys, including setting up, maintaining and monitoring recipient list files and data integration.
Update and improve survey performance, including items related to the data fields, response accuracy, response rate and invitation delivery.
Assist in supporting and troubleshooting for listing management platforms, to include, but not limited to, acting as a liaison between Perry Homes and vendor(s), assisting with data collection, documentation, maintenance, creation, and monitoring of listings (e.g. Google Business Profile, Birdeye, and Apple Business Connect).
Assist in managing user accounts and platform infrastructure, including creating new user accounts, changing permissions, deleting accounts and training new users on customer experience platforms.
Analyze root cause of issues related to survey programs and other customer experience solutions and quickly drive changes as needed in conjunction with key stakeholders.
Partner with IT & Operations for data integration, including monitoring for accuracy, consistency and quality on customer experience platforms.
Provide tier 1 support for troubleshooting customer experience related issues and queries