Customer Engagement Specialist

Neighborly®

Customer Engagement Specialist enhancing client relations at Neighborly. Delivering presentations, resolving concerns, and optimizing systems to improve customer engagement and operational efficiency.

Posted 5/13/2026full-timeTexas • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Develop and deliver impactful presentations: Present program benefits and performance insights to franchisees, brand representatives, and other stakeholders.
Resolve franchisee concerns: Act as an advocate of FOs and brand to investigating and provide recommended solutions to resolving issues.
Review internal solution with the appropriate telephony, CaN and AI teams to ensure all parties achieve optimal outcomes while considering the impact of conversion and revenue.
Optimize and manage systems: Set up internal tools and systems that balance business needs, budget, and available support to ensure efficiency and effectiveness.
Proactively leverage data for recommendation and decision-making: Gather and analyze data from call logs, customer feedback, and agent performance to identify trends, address issues, and recommend improvements to optimize call center performance.
Have a deep understanding of the brand and systems (CaN, CES, telephony, call center, AI) to fully understand solutions and be able to provide recommendations and suggestions for continual improvement.
Provide training and support: Train brand, support staff, and FOs where applicable on NCS systems, reporting, etc (ie. Portal, NCS calendar, CES setting that relate to CaN) Develop and facilitate cadence for brand and FO outreach to gain feedback on current performance and provide feedback on enhancements available via NCS.
Monitor systems proactively: Regularly review systems to identify and address potential issues before they disrupt operations.
Travel as needed: Represent NCS at conferences, meetings, and trade shows as part of the call center relations team.
Utilize diverse software systems effectively: Work proficiently with tools like Microsoft Office, contact management systems, conferencing software, and other technologies as required.
Work independently and meet deadlines: Prioritize and execute assignments effectively with minimal supervision while maintaining high-quality output.
Perform other duties as needed: Flexibly adapt to additional responsibilities that align with business needs and team objectives.

Requirements

What you’ll need

3-5 years of professional experience in customer service, contact center services, customer engagement, or account management
Demonstrated expertise in leveraging data-driven insights to improve customer engagement strategies and operational efficiency
Experience working within franchise systems or multi-location organizations is highly preferred
Intermediate to advanced proficiency in Microsoft Office Suite, including Word, Excel, Outlook, TEAMS, and PowerPoint, with the ability to create impactful presentations and analyze data
Strong foundational knowledge of business operations, IT systems, and customer engagement technologies, including CRMs and contact center tools
Prior experience in mediating conflicts, resolving escalations, and delivering high-impact solutions across diverse stakeholders.
Bachelor’s degree is required, preferably in business administration, communications, or a related field.

Benefits

Comp & perks

Equity and annual bonus opportunities
Paid time off
Paid holidays
Recess breaks
wellness programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysiscustomer engagement strategiesoperational efficiencyconflict mediationsolution deliverypresentation developmentcall center performance optimizationfranchise system knowledgeIT systems knowledgecontact center tools

Soft Skills

advocacyproblem-solvingcommunicationindependencedeadline managementflexibilitytraining and supportstakeholder engagementfeedback facilitationorganizational skills