Voice of the Customer Specialist

At Bestway USA, our passions and innovations come to life thanks to the people who work here. We value diversity and believe that different backgrounds, ideas, and perspectives help us spread happiness and create a culture of positivity. We embrace flexibility and many of our positions offer a hybrid work-from-home schedule. Bestway USA was selected as one of the top companies to work for in Arizona for 3 consecutive years, most recently in 2023! We generously start all employees with at least 20 days of paid time off annually and 11 paid holidays. We are a hard-working, casual, dog-friendly company (yes, your polite and playful pup is always welcome at our office!). We invest in our employees' - and their families - health; we believe this is part of your total compensation, so we strive to keep employee costs low and contribute thousands each year to every plan's premium. Our Core Values of Respect, Recognition, Accountability, Leadership, and Communication guide our decision making, how we engage with others, and how we lead our teams. 

The Voice of the Customer Specialist plays a pivotal role in strengthening the relationship between our customers and our organization. This position focuses on investigating negative surveys and reviews, identifying the root causes of dissatisfaction, and taking proactive measures to resolve issues effectively. By serving as the voice of the customer within the company, this role is instrumental in driving improvements to our overall customer experience.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Analyze negative customer surveys and reviews to identify underlying issue and trends.
• Collaborate with internal teams to gather all necessary context for each case.
• Reach out to dissatisfied customers to listen, empathize, and understand their concerns.
• Serve as a trusted advocate, ensuring customers feel heard and valued.
• Use critical thinking and innovation to address complex problems and provide tailored resolutions.
• Recommend out-of-the-box solutions to address both immediate customer issues and systemic challenges.
• Share insights and recommendations from customer feedback with relevant teams (e.g., product, support, marketing) to enhance processes, policies, and offerings.
• Track recurring issues and partner with cross-functional teams to implement long-term fixes.
• Stay attuned to customer sentiment trends and recommend strategies to strengthen customer loyalty and satisfaction

Competencies:  

• Proven experience in customer service, customer success, or a related role focused on customer experience
• Exceptional emotional intelligence (EQ) with a demonstrated ability to empathize with and understand diverse customer perspectives
• Strong problem-solving skills with a track record of developing innovative solutions in challenging situations
• Outstanding verbal and written communication skills, including the ability to de-escalate tense interactions
• Analytical mindset with the ability to identify trends and provide actionable insights
• High attention to detail and organizational skills for managing multiple customer cases simultaneously
• Proficiency in using customer feedback tools, CRM platforms, or survey analysis software is a plus

Required Education and Experience:

• Previous customer service experience in a call center
• Basic computer skills  

Bestway (USA) Inc. is proud to be an Equal Opportunity Employer. All employment decisions at Bestway will be based on merit, qualifications, and abilities. We do not discriminate upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.