Customer Experience Specialist

This role is responsible for providing outstanding support for customers who need assistance related to installation or warranty services. They also assist, as needed, with proper channeling of information from the customer to the appropriate Departmental Manager to facilitate resolution of an issue or complete a request. The Customer Experience Specialist plays a crucial role in protecting and advancing the Company brand through service excellence. Their ability to provide a 5-star service experience helps maintain an outstanding reputation, and deliver quality, responsive service that exceeds the customer’s expectations and results in positive customer reviews, referrals, and repeat business. Essential Job Functions Customer Survey & Reputation Management Complete required number of weekly Completion Survey/Thank You Calls according to SOPs.

Inform customer of warranty paperwork, registration completion, and transfer protocols during the Completion Survey/Thank You Call.

Report and document all Completion Surveys scoring under 80% to the Customer Service Manager .

Escalate all potential "at risk" customers for negative review or sub-standard experience to appropriate staff/office/location including Customer Service Manager CSM and Director of Installation and Service (DOIS).

Maintain IHR KPI metrics for Reputation Management, including meeting or exceeding the required number of customer reviews placed online.

Services Coordination

Answer inbound customer phone calls at the time of receipt whenever possible, keeping phone messages and call backs to a minimum. Keep phone ringer volume at a level that can be heard clearly by the team and return messages with a sense of urgency, according to SOP.

Handle customer requests according to our “One Call Does It All” approach, ensuring that concerns and questions are handled completely and fully by the Customer Experience Specialist handling the call.

Listen to customer inquiries carefully, ask questions, and clearly identify customer issues.

Identify the cause of the customer’s problem, determine potential solutions, and explain solution options to the customer.

Create accurate service requests.

Ensure all service requests are handled in a thorough and timely manner to the customer’s satisfaction and Departmental SOPs, including managing service projects in i360 per appropriate SOP(s).

Diligently manage service backlog and aging jobs for delays and proactively provide updates to customer via phone, text, and email.

Ensure all unresponsive service requests receive email and/or phone notification.

Services Completion

Resolve or reassign all escalated service issues, as needed.

Receive, review, and document all service-related paperwork for QCA inspection forms.

Ensure 5-Star Service Professionals meet visits per day, week, and month expectations.

Inform management prior to canceling 5-Star Service Professionals schedules due to other departmental requests.

Verify service is under warranty coverage and if job is less than or greater than one year for appropriate SOP.

Review services less than one year to assess if service qualifies for a crew chargeback. Submit all Installer chargebacks for labor warranty and maintenance fund reconciliation.

Inform and provide feedback to the CSM), Sales Manager (SM) and DOIS regarding any 5-Star Service Professional issues that can compromise employees, our ability to deliver on the customer experience, and/or concerns on meeting performance expectation.

Inform Dept. Manager o f all delays, issues, or resource limitations of meeting expectations.

Document all service parts ordered and received in i360.

Document all labor warranty work by crew for installs less than one year.

Process payments on chargeable services.

Attend and participate in scheduled departmental meetings with full operation team.

Reporting

Maintain Company KPIs for Customer Service

Manage appropriate reports in our CRM to ensure company metrics are met.

Misc. duties as assigned.

Required Skills

Ability to quickly develop rapport with customers

Ability to relate positively to customers.

Ability to “read” people, resolve customer/spouse differences and arguments and reach desired agreement(s).

Ability to listen intently, extrapolate needs, and make resolution recommendations.

Ability to multi-task and make decisions with varied degrees of information.

Ability to learn and retain Improveit product knowledge.

Ability to learn and retain knowledge of company policies and procedures.

Proficient in customer service best practices.

Proficient in time management.

Strong ability to multi-task.

Strong attention to detail and accuracy.

Strong technical acumen, ability to use software and apps.

Highly effective communication and problem-solving skills.

Excellent typing skills.

Qualifications/Education

High School Graduate

2+ years of Customer Service Call Center experience

Positive, upbeat attitude

Professional Demeanor

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