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Red8 · 2 days ago

Customer Experience Specialist - Red8

Phoenix, AZ

Full-time

Onsite

Entry, Mid Level

2+ years exp

Red8 is a company focused on managed IT services, and they are seeking a Customer Experience Specialist to ensure an exceptional end-to-end client experience. This role will serve as the primary advocate for customers, managing communication between clients and technical teams while proactively addressing satisfaction and service outcomes.

Information Technology

Comp. & Benefits

Responsibilities

Serve as a primary point of contact for assigned managed services clients

Monitor client satisfaction across service desk interactions, projects, and ongoing support

Proactively communicate service status, escalations, and resolutions

Coordinate with Service Desk, NOC, Engineering, and Project teams to ensure seamless service delivery

Track and manage SLAs, response times, and resolution metrics

Identify recurring issues, trends, and improvement opportunities

Conduct regular client check-ins, QBRs, and service reviews

Ensure accurate documentation of client interactions, feedback, and action items in CRM/PSA tools

Advocate for client needs internally while aligning expectations with contractual scope

Support onboarding of new managed services clients

Assist in renewal readiness by identifying risks and opportunities for service enhancement

Qualification

MSPIT services experienceITIL Foundation knowledgeQBRsCustomer health assessmentsSLAKPI reportingManaged IT services understandingTechnical translation skillsPSA/CRM systemsCalm demeanor in escalationsExceptional communication skillsOrganizational abilitiesCustomer-first mindset