Customer Engagement Specialist

** This position offers an in office work arrangement with a requirement to be local in the Cincinnati region. Applicants who cannot commute to the office should refrain from applying.**

Job Summary

The Customer Engagement Specialist is responsible for conducting outbound calls to gather customer feedback, administer surveys, and support a variety of internal teams. This role requires excellent communication skills, strong attention to detail, and the ability to provide outstanding service to both customers and field staff.

Essential Job Functions *

• Customer Outreach: Make proactive outbound calls to retail store locations to gather feedback or conduct scripted surveys.
• Survey Administration: Follow predefined scripts, ask structured questions, and document responses accurately.
• Customer Feedback Collection: Elicit detailed input from customers, capturing insights, suggestions, and satisfaction levels.
• Information Documentation: Record survey responses and customer information with precision and accuracy.
• Customer Support: Handle inbound inquiries from customers and field teams, assist with order placement, tracking, quotes, and returns.
• Account Support: Assist sales managers and account teams with order entry, store resets, and issue resolution.
• Order Management: Monitor and process orders, manage hold screens and error reports, and expedite orders when needed.
• Product & Merchandising Support: Provide knowledgeable answers on product usage, specs, and merchandising materials to support field teams and customers.

* This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience

• 1+ year of experience in customer service or call center roles preferred

Competencies – Knowledge, Skills and Abilities

• Must be based in the Cincinnati, OH area (4 days/week in-office required)
• Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Strong verbal and written communication skills
• Excellent attention to detail, organizational, and follow-through skills
• Ability to remain professional and composed in a fast-paced, customer-focused environment

Operational Equipment

• N/A

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