Customer Experience Representative

Job Summary
As the first point of contact for our company, the Customer Experience and Sales Representative will play a vital role in providing exceptional customer service, driving sales, and supporting administrative tasks. This individual will primarily manage daily interactions with customers, handling inquiries across various channels while also promoting our services and guiding customers through our offerings. The role emphasizes customer satisfaction and efficient service delivery, with a focus on maximizing sales opportunities and ensuring optimal scheduling for our technicians.

Duties

• Handle incoming customer inquiries promptly and professionally through various channels (e.g., Gmail, phone, Google, Home Depot Pro Referral, Work Order Companies, Facebook, etc.), redirecting calls to appropriate personnel or taking messages as needed.
• Provide detailed and accurate information regarding services, pricing, and scheduling to assist customers in making informed decisions.
• Actively promote and sell relevant services to customers, identifying opportunities to up-sell and cross-sell based on customer needs.
• Book service appointments efficiently, ensuring all relevant details are documented and communicated clearly to customers and technicians.
• Follow processes to ensure smooth service delivery from start to finish, including coordinating with utility companies, handling permitting and inspections, and confirming appointments.
• Use scheduling software to manage technician schedules effectively, ensuring resources are allocated efficiently and urgent service requests are accommodated.
• Address customer concerns with empathy, offering solutions and follow-up appointments when necessary.
• Greet visitors with a professional and welcoming demeanor, providing a positive first impression of the company.
• Direct visitors to designated meeting areas and notify employees of their arrival, maintaining security through a visitor log.
• Maintain an organized and clean reception area, contributing to a professional and welcoming office environment.
• Monitor and respond to emails in the PLB inbox in a timely, professional manner.
• Order and manage office and breakroom supplies, ensuring stock levels are maintained.
• Coordinate the distribution of incoming and outgoing packages.
• Perform additional duties as assigned to support the team and company operations.

Skills

• Previous experience in customer service, sales, scheduling, or a related field is preferred.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Excellent interpersonal and communication skills, with the ability to build rapport and adapt to varying customer needs.
• Customer-centric mindset with a focus on delivering exceptional service and identifying sales opportunities.
• Strong problem-solving abilities and the capacity to handle difficult situations with professionalism and composure.
• Ability to use computer software (e.g., CRM software, Google applications, Microsoft Office, etc.).
• Sales experience, particularly in a service-oriented environment, is a plus.

Join us as we strive to enhance our customer experience through dedication, professionalism, and teamwork!

Job Type: Full-time

Pay: $19.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• Day shift

Work Location: In person

Salary : $19 - $23