What are the responsibilities and job description for the Customer Engagement Specialist position at Neighborly?
Customer Engagement Specialist
Are you looking for a place where you can bring your drive?
Welcome to Neighborly—the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your drive to the table as we unlock new doors together, taking your career to the next level.
Bring your experience and be empowered to innovate.
As a Customer Engagement Specialist on the Neighborly Customer Solutions team, a typical day for you will include :
- Resolve franchisee concerns : Act as an advocate of FOs and brand to investigating and provide recommended solutions to resolving issues. Review internal solution with the appropriate telephony, CaN and AI teams to ensure all parties achieve optimal outcomes while considering the impact of conversion and revenue.
- Set up and manage internal systems. Consider the needs of the business, the budget, and the level of support that is available. Make sure that the systems are set up in a way that is efficient and effective.
- Gather data. Review call logs, track call volume, and analyze customer feedback and agent performance. Analyze the data. Identify trends and patterns to understand how phone lines are being used and where there are any potential problems. Make recommendations. Suggest changes to improve phone line usage, such as adding or removing lines, changing providers, or implementing new policies.
- Provide user training and support for the system. This will help users learn how to use the system and get the most out of it. We will also monitor the system to ensure that it is running smoothly.
- Have a deep understanding of the brand and systems (CaN, CES, telephony, call center, AI) to fully understand solutions and be able to provide recommendations and suggestions for continual improvement.
- Provide training and support : Train brand, support staff, and FOs where applicable on NCS systems, reporting, etc (ie. Portal, NCS calendar, CES setting that relate to CaN)
- Develop and facilitate cadence for brand and FO outreach to gain feedback on current performance and provide feedback on enhancements available via NCS.
Bring your skills and be inspired to achieve success.
Required qualifications)
Experience : 3-5 years of professional experience in customer service, contact center services, customer engagement, or account management, with a proven track record of driving results and building strong client relationships.
Intermediate level knowledge of Microsoft suite including Word, Excel, Outlook, TEAMS, and PowerPoint.
General understanding of business knowledge which includes business operations and IT.
Skills : Communication skills
Self-starter
Teamwork skills
Customer service skills
Technical skills
Ability to work independently
Sense of humor
Education :
Bachelor’s degree is required, preferably in business administration, communications, or a related field required.
Schedule / in-office requirements : Remote
Bring your goals and be enabled to reach them.
Competitive Pay : Commensurate with experience
Schedule : Full time M-F
Benefits : Check out our benefits offerings here
Financial Benefits : Equity and annual bonus opportunities
Perks : Paid time off, Paid holidays, Recess breaks, wellness programs
Neighborly® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal or state law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity and encouraged to be their authentic self.
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Brand :
Neighborly Service Solutions
