CUSTOMER EXPERIENCE SPECIALIST

Job Type

Full-time

Description

At iNet , we're redefining what it means to connect the world. Headquartered in the USA with operations spanning North America, Europe, the Middle East, Latin America, and Asia Pacific, we deliver cutting-edge satellite and networking solutions that solve our enterprise clients' most complex communication challenges.

iNet is seeking a dedicated Customer Experience Specialist (CES) for Drilling & Completions to champion customer satisfaction and operational excellence across our telecommunications services. As the voice of the customer, you'll ensure field operations for major clients receive timely, high-quality, and reliable service tailored to their needs, safety standards, and operational goals. The CES bridges customer expectations and internal execution, driving loyalty, retention, and long-term value. This position will be working out of our Midland, Texas office.

In this role you will :

• Serve as the primary customer advocate for field operations and management teams within assigned client accounts.
• Guide the full customer journey from pre-install coordination through post-deployment follow-up and performance monitoring.
• Proactively ensure service reliability, responsiveness, and customer satisfaction across all touchpoints.
• Track, analyze, and report on service performance, customer feedback, and experience metrics (e.g., uptime, NPS, resolution time).
• Translate customer needs and feedback into actionable service enhancements and process improvements.
• Lead recurring customer check-ins and review meetings, ensuring alignment and transparency.
• Support Sales and Account Management by closing the feedback loop and ensuring accurate documentation of service delivery.
• Collaborate closely with Operations and Engineering to quickly resolve service issues and proactively prevent recurrence.
• Identify pain points or gaps in the customer experience and work cross-functionally to drive continuous improvement initiatives.
• Align internal service standards and delivery processes with evolving customer expectations and field requirements.

Requirements

At iNet, we know that great people make a great organization. We value our team and offer a comprehensive benefits package, including :