What are the responsibilities and job description for the Customer Experience Specialist position at ABC Plumbing, Sewer, Heating, Cooling and Electric?
Position Overview
Are you quick on your feet, empathetic, and passionate about solving problems? We’re looking for a Customer Experience Rapid Response Specialist to join our team and make an immediate impact on customer satisfaction.
This role focuses on real-time support for customers who need immediate assistance after a service appointment and managing our company’s online reputation. When a customer indicates dissatisfaction via our instant sentiment feedback system, you’ll receive an alert and respond within minutes to assess the situation, resolve concerns, or escalate as needed.
In addition, you’ll take the lead in monitoring and responding to negative reviews across platforms like Google, Yelp, and the Better Business Bureau (BBB). Your goal is to address customer concerns proactively, resolve issues quickly, and build trust through thoughtful, professional communication. This is a fast-paced, high-impact position that requires exceptional communication skills, quick problem-solving, and a customer-first mindset.
Key Responsibilities
- Immediate Response:
- Receive alerts from instant feedback systems and respond to customer concerns within five minutes.
- Proactively call customers to assess and resolve issues on the spot.
- Review Management:
- Monitor, track, and respond to negative reviews across platforms, including Google, Yelp, and BBB.
- Collaborate with the Customer Experience team and management to address and resolve review-related concerns.
- Document review resolutions and follow-up actions in CRM platforms.
- Problem Resolution:
- Use advanced permissions and tools to address customer concerns quickly and effectively.
- Collaborate with technicians, managers, and other departments to find solutions.
- Escalation Management:
- Identify situations requiring further resolution and escalate to the Customer Experience team when necessary.
- Provide detailed documentation and follow-up to ensure seamless transitions.
- Customer Advocacy:
- Act as the voice of the customer, ensuring their concerns are addressed with empathy and urgency.
- Foster trust and confidence in the company by delivering excellent service during challenging situations.
Qualifications
- Required Skills:
- Exceptional communication and active listening skills.
- Experience utilizing and leveraging AI
- Ability to work quickly and efficiently in high-pressure situations.
- Strong problem-solving skills and a proactive mindset.
- Familiarity with customer service systems, sentiment analysis tools, and CRM platforms (e.g., ServiceTitan, Monday.com, Zapier, Google My Business and Yelp My Business).
- Experience managing online reviews and responding professionally to feedback.
- Preferred Experience:
- Previous experience in customer service, customer experience, or a rapid-response role.
- Familiarity with home services or similar industries.
- Proven ability to resolve escalated issues and manage reputational challenges effectively.
What We Offer
- Competitive hourly pay with opportunities for advancement.
- A collaborative and supportive team environment.
- The chance to make an immediate and meaningful impact on customer satisfaction and company reputation.
Who Should Apply?
This is the ideal role for someone who thrives on solving problems in real-time, values empathy and efficiency, and wants to take ownership of ensuring exceptional customer experiences and managing our online presence. If you’re ready to be the first line of defense for our customers and help shape our reputation every day, we’d love to hear from you!
Job Type: Full-time
Pay: From $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Shift:
- Day shift
Work Location: In person
Salary : $22
