Customer Experience Specialist

About the position

Pilot is a modern connectivity company based in New York City, delivering fiber-optic internet and network services to businesses with no contracts, backed by a 100% uptime guarantee and 24/7 proactive support. We are a passionate, close-knit team that believes businesses have more important things to worry about than their internet connection. Our top priority is enabling extraordinary work across all industries with connectivity solutions that are adaptive, agile, and designed with the customer in mind.

Responsibilities

• Onboard customers from sales handoff to service activation, guiding them through their installation and demonstrating the ease of doing business with Pilot.
• Manage multiple onboarding projects simultaneously, coordinating with teams across Service Delivery (Construction, Network Operations & Support, and Fiber Engineering) to ensure our customers are regularly updated.
• Coordinate customer upgrades and service transfers.
• Serve as the primary escalation point for high-priority customer issues, responding promptly and effectively to address their concerns.
• Implement proactive and reactive customer retention & upsell strategies.
• Advocate for the customer's needs cross-functionally.
• Keep customer data organized and up-to-date across internal platforms to give the org a clear picture of the customer's lifecycle with Pilot.
• Elevate both qualitative and quantitative data to the team and management with proposed solutions on how we can improve the customer experience.

Requirements

• College degree or equivalent work experience
• 2-4 years of direct, customer-facing experience
• Outstanding communication skills - written and verbal - with the ability to tailor messaging strategy for different audiences and an ability to turn complex technological concepts into clear, multichannel communications
• Intermediate technical acumen and ability to grasp technical concepts quickly
• Able to effectively manage multiple small projects from start to finish
• Ability to prioritize, problem-solve, multitask, and work independently in a dynamic, rapidly changing workplace
• Impeccable attention to detail and ability to deliver high-quality work, ensuring accuracy and consistency
• Ability to build effective relationships across teams
• Ability to leverage internal and external resources to solve problems.

Benefits

• Base salary of $65,000 - $90,000
• Company-sponsored Medical, Dental, Vision Coverage
• Company-sponsored 401(k)
• Commuter & Wellness Reimbursement
• Competitive PTO