Customer Engagement Specialist

Tampa, FL
Full Time
Mid Level

We are seeking a highly skilled Customer Engagement Specialist in our Tampa, FL office to manage and optimize our communications systems, ensuring seamless integration and functionality across multiple platforms. The ideal candidate will have hands-on expertise with SMS and Telephony systems and will play a key role in driving outbound nurturing strategies. Experience with AI-powered voice and text auto-assistance is highly desirable.

What You’ll be Doing:

  • Administer, configure, and optimize omni-channel communication platforms.
  • Develop, implement, and manage outbound nurturing campaigns to drive customer engagement, utilizing automation tools and systems.
  • Collaborate with marketing, sales, and customer service teams to align communication strategies and ensure consistent messaging across channels.
  • Integrate AI-driven voice and text auto-assistance into communication workflows enhancing customer interactions and support processes.
  • Monitor system performance, troubleshoot issues, and ensure high availability and reliability of all communication channels.
  • Manage system integrations with CRMs (e.g., HubSpot, Salesforce) and other key business applications.
  • Ensure data compliance and security across all communication platforms in accordance with industry standards and regulations.
  • Provide ongoing training and support for internal teams using omnichannel systems, fostering best practices and user adoption.
  • Analyze performance metrics and generate reports to assess the effectiveness of outbound campaigns and communication tools.

What You’ll Bring:

  • Proven experience with SMS and Telephony systems.
  • Strong expertise in outbound nurturing, including experience designing and managing nurturing workflows.
  • Hands-on experience with AI-driven voice and text auto-assistance technologies (e.g., AI chatbots, conversational AI) is highly preferred.
  • Familiarity with CRM systems such as HubSpot and Salesforce.
  • Ability to troubleshoot and resolve complex technical issues related to omnichannel systems.
  • Experience with API integrations, automation workflows, and data synchronization across platforms.
  • Strong analytical skills with the ability to interpret campaign performance and recommend optimizations.
  • Excellent communication skills and the ability to collaborate with cross-functional teams.
  • A proactive and results-oriented mindset with a focus on delivering high-quality customer interactions

Education and Preferred Experience:

  • Bachelor’s degree in Information Systems, Computer Science, or related field, or
    equivalent work experience
  • Certification or in-depth experience in any of the mentioned systems.
  • Experience in the B2C sector or customer service operations.
  • Knowledge of AI voice technologies such as speech recognition and natural language processing (NLP)

Why Work for Symple Lending:

  • Comprehensive health, dental, and vision insurance.
  • A positive and collaborative work culture.
  • Life insurance.
  • Paid time off.
  • Professional growth and development opportunities.

Symple Lending is an equal opportunity employer and encourages candidates of all backgrounds to apply.
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