Carriage Services · 20 hours ago
Client Engagement Specialist
Houston, TX
Full-time
Hybrid
Mid Level
$70K/yr - $75K/yr
3+ years expCarriage Services is dedicated to creating premier experiences through innovation and elevated service. The Client Engagement Specialist role focuses on enhancing customer and family experiences by analyzing data and engaging with field teams to implement effective strategies. This position involves leveraging analytics and providing training to ensure high service standards across the organization.
FamilyFuneralsService Industry
Responsibilities
Leverage analytics, research tools, surveys, shopper calls, and service audits to evaluate customer experience performance
Identify trends, patterns, and opportunities that impact service quality and family satisfaction
Translate data into clear, actionable insights for leadership and field teams
Recommend data-driven strategies to improve service consistency and outcomes
Partner with leadership to ensure Premier Experience Standards are consistently understood and executed across all locations
Monitor adherence to service expectations and identify opportunities for improvement
Support accountability by aligning service behaviors with measurable performance indicators
Design and deliver training programs aligned with Premier Experience Standards, both in-person and virtually
Facilitate workshops, team huddles, and learning sessions to reinforce service excellence and skill development
Customize training approaches based on performance data, field feedback, and observed service behaviors
Provide hands-on coaching and feedback to managers and frontline team members
Build strong, trusted relationships with field teams to support engagement and adoption of best practices
Observe service interactions and reinforce expectations through real-time coaching and follow-up
Support the rollout and implementation of Premier Experience initiatives, tools, and service-related projects
Act as a liaison between strategy and execution to ensure initiatives are practical and sustainable
Gather field feedback during implementations and refine recommendations as needed
Qualification
Required
Bachelor's degree in business, hospitality, communications, analytics, or a related field
3+ years of experience in customer experience, hospitality, training, analytics, or related roles
Strong analytical skills with the ability to interpret data and communicate insights effectively
Willingness to travel and spend time in the field as needed
Preferred
Experience in hospitality, service-driven industries, or change management is a plus
Company
Carriage Services
Carriage Services, Inc. (Carriage) is a provider of death care services and merchandise in the United States.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1996-08-09IPO
Leadership Team
Carlos Quezada
Chief Executive Officer and Vice Chairman
Shawn R. Phillips
Senior Vice President / Regional Partner-Central
Recent News
2025-11-11
Carriage Services, Inc.
2025-11-06
2025-11-06
Company data provided by crunchbase