MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.

We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career. 

We are seeking a Customer Experience Specialist. They will have a passion for delivering an excellent customer experience and immersing themselves in the MetTel customer journey.  Their expertise will help identify and define workflow components as well as drive enhancement/ improvements throughout all of the customer touchpoints and evaluate every experience through the customer lens.  

Within this role you will:

Role and Responsibilities:

• Own end user experience within our mobility services
• Capture the voice of the customer (VOC) to provide business intelligence and influence improvement our service delivery and end user experience.
• Create customer/end-user journey maps
• Works with development teams to ensure mobility needs are communicated
• Partners with marketing and enablement to deliver better collateral and documentation
• Deep dives into new processes, online tools, and engagements to look at everything through the customer lens
• Prepares customer journey maps to ensure alignment with the business

Desired Qualifications:  

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field.
• 2+ years within eCommerce, online experience role, or customer experience related field
• Excellent written and verbal communication skills, with the ability to communicate effectively with both customers and executives.
• Ability to document requirements clearly and accurately, ensuring nothing is overlooked.
• Ability to work effectively within cross-functional teams, including developers, product managers, and business stakeholders.

MetTel is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. 

To learn more about our company visit us at www.mettel.net

Keywords: operations, operational excellence, customer satisfaction, customer experience, customer specialist, end user product experience, service delivery manager