Customer Experience Specialist Job Description

The Customer Experience Specialist at Feazel has the awesome responsibility of interacting with our customers every day. As an ambassador of the Music City Roofers brand, this team listens with empathy to understand the needs of our customers and solve their challenges great and small. As an ambassador of the brand, the Customer Experience Specialist plays a critical role in ensuring our customers have an outstanding experience, every time.

Job Responsibilities :

• Field interactions from customers through phone, e-mail and chat, lead entry into GAF, lead scheduling. This will be accomplished by utilizing current CRM, phone system, and any current computer software.
• Listen to customer needs and partner to solve customer challenges, with the goal of one call resolution.
• Validate incoming lead information from customers and manage customer experience end-to-end.
• Bridge the gap across the Music City Roofers Brand, understanding the specific needs of the customer and collaborating with specific departments based on customer needs.

Job Requirements (required):

• Be in the office Monday-Friday 8A-5P with a 1-hour lunch.
• The ability to be resourceful and proactively solve problems. One call resolution is the goal.
• Excellent organizational skills with the ability to make connections and prioritize tasks.
• Proven work experience in an Operations, Project or Business function or similar role.
• Excellent oral and written communication skills.
• Ability to interact effectively as a member of a team and work collaboratively.
• Excellent organizational skills with the ability to make connections and prioritize tasks.
• Day-to-day office responsibilities, mailing, receiving, clerical, Jones screens, break area, greeting customers and employees as they enter, etc.

Job Requirements (preferred):

• An Associate’s or Bachelor’s degree preferred
• Customer service industry experience preferred.
• The ability to be resourceful and proactive to solve problem.

Music City Roofers is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.