Customer Experience Admin
Job Description
Job Description
Customer Experience Admin
Job Overview
The Customer Experience Admin will oversee all customer activity within the organization and assist Home Techs to maintain the highest standards of service.
As an organization we want to be the first call for home repairs and maintenance and the CEA will be the primary point of contact for customers.
Successful candidates will be able to juggle the many touch points with customers from the first interaction through completion of a job and additionally assist with repeat customer opportunities.
This job directly reports to the President of TruBlue Houston and needs to schedule new clients, service calls, warranties, installations to help ensure customer satisfaction, and also including other duties as assigned.
Responsibilities and Duties
Accept inbound customer calls, leads, and return customer messages within 24 hours
Prepare / approve and send job proposals and follow up for scheduling after deposit is received
Manage daily scheduling of Home Techs
Schedule home onsite visits for more complicated proposals
Communicate with customers with scheduling and job updates
Update social media and company website with referral statements and job photos
Call back completed jobs for service update and referrals
Close out the job in all operational / accounting systems
Send out automated invoice after completion
Maintain close contact with Owner General Manager, Service Techs, and the Customer
Qualifications
Telephone Customer Service Experience
Pleasant speaking voice
Home computer with Microphone headset and high-speed internet access
Ability to pass background check
Enjoy working with the public
Desire to always exceed expectations
Main Objectives
1. Leave a Great Impression : Customers should feel you were positive and helpful.
2. Live Answer Phone Throughout Shift (try to smile when you talk on the phone)
3. Live Respond & Return Emails Throughout Shift
4. Respond to All Voicemails in Que
5. Respond to All Emails in Que
6. Log all Data Into Lead Tracker Database
7. Log all Data and Schedules on HouseCallPro and / or Workiz
This is a remote position.
Customer Experience Admin
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