Customer Experience Representative

128 Plumbing, Heating, Cooling & Electric

Customer Experience Representative

Wakefield MA

Sunday - Thursday 8AM - 4:30PM

About 128 Plumbing, Heating, Cooling & Electric:

We are a family-owned and operated business with over 30 years of experience in delivering the highest quality of customer satisfaction. As a leader in the home services industry, we are seeking individuals who thrive in a team-oriented environment with a strong emphasis on collaboration and communication. Our culture promotes continuous learning and development, offering opportunities for advancement. If you enjoy working in a fast-paced, innovative setting where creativity is encouraged, then 128 is the opportunity you have been looking for!

About the Customer Experience Representative:

The Customer Experience Representative plays a key role in ensuring customers have a seamless, positive experience from start to finish. You will interact with customers over the phone, introduce our Premium Plans, establish rapport, and guide them through their journey with us. This role requires strong communication skills, an ability to multitask, and a passion for helping customers.

About you:

• Customer-focused mindset with empathy and the ability to problem-solve.

• Strong communication skills and ability to build rapport quickly.

• Self-motivated and able to work independently while meeting performance targets.

• Ability to adapt to a fast-paced, changing environment.

• Goal-oriented with a strong track record of meeting performance metrics.

Responsibilities for the Customer Experience Representative:

• Consistently deliver exceptional customer service and accommodate guest needs.

• Establish rapport and build long-term relationships with both current and potential customers.

• Introduce and explain our Premium Plans to customers, helping them make informed decisions.

• Utilize call scripts and company protocols to ensure a consistent experience for every customer.

• Demonstrate effective phone skills, with a focus on clear communication and customer satisfaction.

• Maintain strong conversion rates and consistently meet sales and performance goals.

• Accurately capture customer information and add it to our CRM.

• Manage inbound and outbound calls, working toward KPIs like Premium Plan sign-ups, conversion rates, and call booking.

• Work collaboratively with team members, dispatchers, service coordinators, and supervisors to meet team goals.

Qualifications for the Customer Experience Representative:

• Previous experience in customer service or sales is preferred, but not required.

• Strong verbal and written communication skills.

• Ability to multitask in a fast-paced, goal-driven environment.

• Proven ability to meet and exceed KPIs and sales goals.

• A positive, friendly attitude with a willingness to take initiative.

• Comfortable working with Service Titan or similar platforms.

• Team-oriented with a focus on collaboration and achieving company goals.

Why join us as a Customer Experience representative:

• A Team Environment

• Earn Monthly Bonuses

• Get Paid Weekly

• Paid Holidays

• Paid Vacation, Personal, and Sick Time

• Company Events

• Team and Management Support At All Times

• Health, Vision, and Dental Insurance (128 Covers 73% of Health Benefits)

• 401k Retirement Plan with 4% IRA Matching

• Advancement and Growth Opportunities