Client Engagement Coordinator

Smart City Locating • Dallas, TX

5d • Hybrid

About The Position

The mission of the Customer Experience Specialist is to create a badass first impression and foster a fun, relevant brand personality through every interaction (think comments, DMs, texts, calls) while creating an out of this world customer experience! You'll take ownership of managing communications for internal and external inquiries over social media and other channels while being in charge of the entire lead distribution process!

Requirements

• High School Diploma or equivalent required
• Proficient in Google G-Suite
• Proficient with CRM tools
• Proficient with Apple products
• Proficient with all social media platforms
• Proficient in phone etiquette

Nice To Haves

• Associate's Degree recommended
• 2+ years of experience in a customer experience, social media, or marketing role preferred
• Experience managing inbound client communications preferred
• Familiar with SproutSocial
• Familiar with OpenPhone

Responsibilities

• Create an out of this world first impression by answering texts, calls, social media DM’s quickly, while staying on brand.
• Take ownership of all customer communications and issues from initial contact until resolution and communicate with agents & management about problems that arise.
• Respond to all comments, creating an engaging brand on social media that people want to interact with.
• Ensure that every person you come in contact with has a great experience with Smart City.
• Creating a new customer or promoter with every touch point.
• Qualify all inbound leads.
• Manage all assigned platforms.
• Uphold conversion targets.
• Uphold response time expectations.
• Uphold our core values.
• Ensure accuracy of all information, the details matter.
• Solve client problems effectively, always putting the customer first.
• Act as a liaison between agents and their customers.
• Own the lead distribution process from the moment a client contacts us to the time they’re in contact with an agent.
• Become an encyclopedia of knowledge about Smart City: WHO we are, WHAT we do, HOW/WHY we do it.
• Work cross departmentally & with leadership to identify any issues and collaborate to find potential solutions.
• Communicate efficiently and effectively through multiple channels.
• Utilize our custom CRM and other technologies efficiently and effectively.
• All other duties as assigned.

Benefits

• Eligibility for Bonus(es), dependent on role/department.
• Eligibility for medical, dental, and vision coverage as well as a 401(k) plan, subject to plan terms.
• Eligibility for company-paid benefits such as company-paid and voluntary life insurance, short & long term disability, and parental leave, subject to applicable waiting periods.
• Flexible PTO
• Company-Recognized Paid Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED