Customer Experience Specialist Summary: As a Customer Experience Specialist, you will be the first point of contact for customers, ensuring they receive top-tier support and solutions. Leveraging your experience in customer care and retention, you will assist customers via voice and chat, troubleshoot issues, and provide a seamless service experience. Key Responsibilities: Assist customers through voice and chat support, ensuring prompt and professional service. Address inquiries, troubleshoot issues, and provide solutions tailored to customer needs. Utilize Salesforce and other CRM tools to manage interactions and track customer data. Identify customer pain points and suggest improvements to enhance satisfaction. Collaborate with internal teams to resolve escalated issues efficiently. Qualifications: Proven experience in customer service, retention, and sales at LegalZoom. Strong communication and problem-solving skills. Ability to handle multiple conversations efficiently in a fast-paced environment. Experience with Salesforce and CRM platforms. Loyalty Specialist Summary: As a Loyalty Specialist, your role focuses on customer retention and engagement, using proactive strategies to maintain and grow customer relationships. You will leverage your expertise in identifying at-risk customers, providing tailored solutions, and offering additional services to maximize customer value. Key Responsibilities: Identify at-risk customers and implement strategies to retain them. Offer personalized solutions and recommend additional services based on customer needs. Analyze customer behavior and feedback to improve retention strategies. Work closely with marketing and sales teams to enhance customer loyalty programs. Track and report on retention metrics to drive continuous improvement. Qualifications: Hands-on experience in customer retention and upselling at LegalZoom. Strong ability to handle objections and build rapport with customers. Skilled in data analysis to identify retention trends and opportunities. Proficiency in Salesforce and customer engagement tools.