Customer Solutions Specialist

KenectPleasant Grove, Utah, United States

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About us

Kenect is on a mission to revolutionize customer communication and engagement for businesses across North America. Founded with a deep understanding of the challenges businesses face in connecting with their customers, Kenect helps companies streamline communication, enhance customer satisfaction, and drive growth through its innovative messaging and reputation platform. Trusted by thousands of businesses, our passionate team is committed to building technology that fosters closer connections and helps businesses thrive in a digital-first world.

About This Role

As a Customer Solutions Specialist, you will be the go-to expert for resolving complex customer needs, protecting retention, and delivering exceptional experiences. This role blends direct customer interaction with behind-the-scenes coordination to ensure our customers get timely, accurate, and empathetic support. You will work closely with our Retention, Account Management, Operations, and Technical Support teams to deliver solutions that make a lasting impact. This position is based onsite at our Pleasant Grove, Utah office.

What You Will Be Doing

Customer Escalations and Resolution : Take ownership of escalated cases, assess the situation, and work toward resolution by managing the DERISC process, collaborating with the Retention team, or engaging other internal resources as needed.
Training and Enablement : Lead customer training and walkthroughs of product features in ad-hoc sessions and scheduled calls to help them get the most value from Kenect.
Account and Billing Management : Resolve complex billing disputes, process account amendments, and manage billing adjustments or refunds in partnership with Retention, Account Management, and Finance teams.
Special Projects and Strategic Outreach : Support targeted outreach initiatives such as partner program enrollments and other unique customer engagement efforts that drive satisfaction and loyalty.
Feature Feedback and Product Insights : Capture and document customer feature requests, ensuring accurate tracking for product team review, and share insights to help shape future improvements.
Account Administration & Adjustments : Processing account amendments, billing credits, refunds, and other administrative account requests.
Cross-Functional Collaboration : Partner closely with Operations, Technical Setup, and Technical Support teams to resolve issues efficiently and deliver a seamless customer experience.

Skills & Qualifications

2+ years in customer support, customer success, account management, or a related role

Strong verbal and written communication skills with the ability to convey technical or billing information clearly

Exceptional problem-solving skills with a focus on customer experience and retention

Comfortable managing escalated customer situations with empathy and professionalism

Strong organizational skills with the ability to handle multiple priorities

Familiarity with ticketing systems (Jira Service Management preferred) and CRM tools

Ability to collaborate effectively across multiple teams

Our Company Values We Hope You Showcase

Unwavering Customer Obsession

See it, Solve it, Get it Done

Build, Adapt, Win

What Kenect Offers!

Health, Dental, Vision, Life & Disability Insurance

Your birthday is a paid day off

Onsite gym

Breakroom full of snacks and drinks

Convenient location next to freeway entrance / exit

We believe in hiring self-motivated team members who can run alongside us without needing to be “managed” along the way. Yes, we have managers and 1 : 1s. Yes, we believe in giving open two-way feedback. We also believe in having team members that can run without the daily guidance that some companies prefer.

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Customer Specialist • Pleasant Grove, Utah, United States