What are the responsibilities and job description for the Support Specialist position at Leaf Home?
THIS POSITION IS AVAILABLE TO INDIVIDUALS WHO LIVE WITHIN THE GREATER CHICAGO ILLINOIS METROPOLITAN AREA AND WHO ARE LEGALLY AUTHORIZED TO WORK IN THE UNITED STATES WITHOUT SPONSORSHIP
Meet Leaf Home. We turn complex home improvement projects and endless to-dos into achievements. With more than 50% of homeowners worried about the cost and effort of home maintenance, we deliver remarkable, end-to-end experiences. And get the job done right, at every step. Bringing innovative products, the best people, and the highest standards to every project.
Trusted by more than 1 million homeowners across the US and Canada, we are America’s largest direct-to-consumer full-service provider of branded home services and products. Our products, including the patented LeafFilter gutter protection system, have earned numerous awards and recognition from Good Housekeeping, Qualified Remodeler, Angi, Consumer Reports, This Old House, and other consumer review platforms.
We are powered by extraordinary people. Our innovative products and reliable services are delivered with convenience, excellence, and quality through 250 regional sales and installation offices and comprehensive field support offices in New York and Hudson, Ohio. We’re proud to say we’ve been consistently named one of the fastest-growing private companies by Inc. 5000 and recognized as a top employer nationally. The benefits of working at Leaf Home are wide-ranging and include :
Industry-best compensation packages | Fully paid health, dental, and vision insurance | 401k with company match | Paid time off including paid parental leave | Individualized career development programs | On-demand lunch program | Childcare assistance | Free gym membership | Employee assistance programs, including legal, financial planning, and counseling | Employee discount marketplace | Employee Resource Groups such as VetConnect, DEI Committee, Women’s Committee.
Position Summary : Our Agents will work on-site in our Inside Sales Center and are responsible for speaking with potential customers regarding their product needs and scheduling the customer for an in-home sales consultation. Customer leads are generated through multiple lead generation channels including, but not limited to, event marketing, digital ads, radio, and television.
Essential Duties and Responsibilities :
Initiate outbound calls to potential customer leads for sales consultations and quotes
Serve as initial point of contact for potential customer via phone
Review information provided by customer to confirm accuracy, determine availability for in-home sales consultation
Document and update customer interaction within customer relationship management (CRM) system
Overcome objections from potential customer regarding scheduling, cost, etc. to schedule sales consultation as soon as possible
De-escalate the call where appropriate and provide solutions that leave the customer satisfied with the resolution
Exceed customer service expectations by providing an outstanding experience to every potential customer
Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality
Promote teamwork through consistency, reliability, and group cohesiveness
Performs other duties as assigned by supervisor.
Experience and Minimum Qualifications :
High School Diploma or equivalent.
Previous experience in a dynamic call center or customer service role
Ability to juggle various work activities and shift their attention from one task to another to meet the demands of different stakeholders without “dropping the ball'.
Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a
- roll up your sleeves
- and "today not tomorrow" mentality.
Apply active listening skills through the ability to comprehend information presented and respond thoughtfully.
Detail-oriented and can focus on the task at hand, no matter how minute, by finding the most efficient and effective pathway to completion.
Excellent verbal and written communication skills are required for communicating with internal and external parties in a manner that is both articulate and professional.
Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, solve complex problems, and engage in reflection.
Ability to provide timely and empathetic help through in-person, phone, email, and social media avenues that keeps the co-worker or customer's needs at the forefront of every interaction.
Ability to communicate effectively, to recognize, understand, and manage one's own emotions as well as others, and foster positive working relationships across all levels of the organization.
Holding oneself responsible and being self-driven in accomplishing business goals, adhering to policies and being responsible for one's own actions, performance, and decisions.
Proficiency using Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, and / or Access).
Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).
Preferred Knowledge, Skills, Abilities or Certifications :
Understand and broad knowledge of financial software
Strong mathematical skills
Travel Requirements :
No travel required.
Overtime / Additional Hours Requirements :
May be requested to work overtime on evenings and weekends dependent on business need.
Physical Requirements
Normal Office Environment
Indoor work in a climate-controlled environment.
Sedentary work. Exerting up to 10 pounds of force occasionally and / or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
Diversity and Inclusion Statement
Leaf Home Solutions is committed to creating a diverse environment and is proud to be an equal opportunity employer. We strive to create an environment that embraces differences and fosters inclusion.
Equal Opportunity Statement
Leaf Home Solutions will recruit, hire, train, and promote persons in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical / mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the law).
