Customer Experience Specialist

Minimum Experience: Entry Level

Job Description:

About You

You’ve seen the good and bad in customer service and want to contribute your knowledge to help your team.
You recognize the complex nature of scheduling.
You gain energy from solving a customer’s problem and want more time to do it right.
Your superpower is listening to what the customer says (or doesn’t say) and making sure they get what they need.
You’re a call center de-escalation specialist who misses the positive interactions you get in a small office.
You like a busy work environment.
You love to learn and welcome feedback.
You’re a stickler for making sure addresses and phone numbers are correct every time.
You naturally follow up, follow up, follow up until your task list is complete.

About Us

Since 1994, Tony’s Plumbing has earned its exceptional reputation by standing by our work and going above and beyond to make sure customers are happy. Teammates love us because although we ask a lot, we also give a lot back to our coworkers. Our team bonds together because we take on stress internally to ensure an outstanding customer experience for everyone we serve. We also treat each teammate as the individual they are, creating a flexible, friendly, professional, and sometimes wacky environment.

Please see our website for more details: www.tonysplumbing.com

Our Values

Our values define us as a company at our core: who we are, how we work, and how we live. We work hard to expand our team with folks who:

Master your Craft: Own what you do and perform to the highest standard
Improve our Community: Always do right in a place someone calls home
Better your Best: Continue the improvement of yourself and share it with others

Pay rate: $20-24 per hour based on experience

Schedule:

Monday through Friday; 11:00 AM to 8:00 PM

Customer Experience Specialist Benefits

Medical
Dental
Vision
Life Insurance with a company sponsored plan of $25,000.00
Vacation
Paid holiday; starting on Day 1
401(k) with 4% matching
Amazing team environment

Customer Experience Specialist Expectations

You’ll be the voice and face of the company for incoming calls.
We expect you to not only maintain but propel our customer service reputation to even higher levels.
During our busiest times, expect to take 50-70 calls per day.
You’ll also be interacting with customers through email, text, and chat.
You’ll need to channel your inner data entry expertise to ensure all information is entered into our CRM correctly and quickly.
You’ll utilize ServiceTitan (CRM) to schedule appointments for our 11+ Technicians, making sure the times and dates work for the customer and don’t overextend the Technicians.
You’ll collaborate with our Dispatcher to maintain the service schedule and also collaborate with other folks on the team who are providing customer service and coordinate the team's efforts to meet and exceed company expectations.
We are a highly technology-focused company, which means you'll be using several different applications throughout the day to complete your tasks.
Once service calls have been completed, you’ll follow up to make sure our team did an outstanding job for the customer.

Customer Experience Specialist Experience

We’re flexible on the number of years of previous experience for this role. We highly favor talent and interest. Some candidates may see this list and feel discouraged because they don’t match all the items. Please apply anyway: there’s a good chance you’re more wonderful than you think you are.