Customer Experience Specialist

General Job Function: This position is primarily responsible for handling inbound and outbound phone calls to ensure complete Customer satisfaction by delighting and helping Customers.  Getting Customers involved in our goods and services they need to make their homes safe, comfortable and secure.  Facilitate the Customer’s experience with the company by being thorough and getting the Technician’s off to a good start with the Customer.

Every employee is a sales representative for the company.  The CES will make every effort to take advantage of every opportunity to involve our customers in our products and services such as: Anthony Service Agreement Program (ASAPs), accessory equipment, replacement, etc.  Outbound calling to ensure workload is sufficient for field staff.

Minimum Qualifications:

  • 1 year of customer service experience, preferably in a fast-paced inbound and outbound customer service function.
  • Must have outstanding Customer interaction skills.
  • Must have clear speech and proper grammar.
  • Possess enthusiasm, persuasiveness, accuracy and quickness.
  • Basic computer and typing skills
  • Must be available to work flexible hours to include some days, evenings and weekends.
  • Must have a high school diploma or GED equivalent.
  • Must be drug-free and be able to pass a criminal background check.

Essential Duties and Responsibilities:

  1. Answer inbound phone calls:
    • Determine the Customer’s needs.
    • Schedule customer service requests in the computer.
    • Assist customers through answering questions and offering products and services.
    • Transfer other calls and take messages as needed.
    • Handling sales lead calls.
    • Follow all scripts and procedures.
    • Document/track all calls.
  1. Making outbound calls:
    • Insure maintenance schedule is filled with a two-week backlog.
    • Place reminder phone calls to the customer 24-48 hours before all service, plumbing and maintenance visits scheduled.
    • Renew A.S.A.P. customers.
    • Remind and collect any outstanding balances due on their account.
    • Mail reminder postcards to all A.S.A.P. customers.
    • Assist Dispatcher by making calls to customers before technicians are sent.  Reschedule customers in case of technician illnesses.
    • Call existing customers to extend “special offers” or promotions.
    • Call assignments will be assigned by Customer Experience Supervisor based on the needs of the company.
    • Follow all scripts and procedures.
  1. General
    • Check general voice mail box and email for information and handle as needed.
    • Miscellaneous clerical / data entry tasks.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Sit – over 2/3 of the time.
  • Talk or hear – over 2/3 of the time.
  • Vision – must be able to read computer screen and written documentation.