Job Description

We are looking for an individual with a passion for ensuring customer success to join our team! As a Customer Experience Intern, you will be responsible for understanding and elevating customer pain-points across the customer journey and acting on those that have the highest impact on the experience.

You will act as a connector between the organization’s strategy and customer expectations to help the business make bold decisions to foster an effortless customer experience. For the top customer experience pain points, you will have the opportunity to alleviate them through project managing process or tool enhancements. Along the way, you will elevate those around you to think Customer First through the creation and delivery of enablement material.

This internship is perfect for anyone who is results-oriented and enjoys working with cross-functional teams to drive an exceptional customer experience. Come join our team!

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In This Role, Your Responsibilities Will Be:

• Project managing the creation and implementation of process/tool enhancements for top customer experience gaps.
• Collaborating with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions to improve client satisfaction, and loyalty.
• Facilitating and conducting Root Cause Analysis to determine and understand the underlying drivers behind process performance gaps and customer issues.
• Implementing corrective actions in a timely and effective manner to remedy poor Customer Experiences.
• Implementing the customer-facing survey strategy to ensure we are consistently understanding our customer’s expectations.
• Creating and delivering customer experience enablement training to reinforce the Customer First Attitude amongst the organization.

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Who You Are:

This role is perfect for you if: you place a high value on proactive and reactive customer facing activity. You have a strong customer service attitude, work ethic and drive to succeed. You demonstrate strong initiative and problem-solving skills. You are passionate about establishing and building relationships through exceptional communication and customer advocacy. You are energetic, enthusiastic,  and maintain a positive outlook. You gain the respect of others, have an entrepreneurial spirit, and are seen as a leader. You listen attentively and are able to grasp fast-paced technical conversations. You navigate ambiguity and balance multiple stakeholder perspectives.

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For This Role, You Will Need:

• Currently working towards a bachelor’s degree or higher from an accredited college. Preferably in Communications, Customer Experience, Business, or related field
• Have strong customer service skills with the ability to directly communicate with customers in a customer centric manner.
• Experience in understanding and analyzing large datasets.
• Thorough analytical (qualitative and quantitative) skills; ability to present analysis including trends and opportunities to the business in writing and verbally.
• Proficient in Microsoft Office Suite, including but not limited to Word, Excel, PowerPoint, etc
• Ability to work on-site in Austin, Texas
• Authorized to work in the United States without sponsorship
  

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Preferred Qualifications That Set You Apart:

• Exposure to VOC strategy, customer journey mapping, or customer success strategies
• Experience in customer or client facing roles
• Project managed large projects with set deadlines and diverse team members

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