Customer Engagement Specialist
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About The Position
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 at Neighborly, a typical day for you will include: Develop and deliver impactful presentations: Present program benefits and performance insights to franchisees, brand representatives, and other stakeholders. 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. Optimize and manage systems: Set up internal tools and systems that balance business needs, budget, and available support to ensure efficiency and effectiveness. Proactively leverage data for recommendation and decision-making: Gather and analyze data from call logs, customer feedback, and agent performance to identify trends, address issues, and recommend improvements to optimize call center performance. 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. Monitor systems proactively: Regularly review systems to identify and address potential issues before they disrupt operations. Travel as needed: Represent NCS at conferences, meetings, and trade shows as part of the call center relations team. Utilize diverse software systems effectively: Work proficiently with tools like Microsoft Office, contact management systems, conferencing software, and other technologies as required. Work independently and meet deadlines: Prioritize and execute assignments effectively with minimal supervision while maintaining high-quality output. Perform other duties as needed: Flexibly adapt to additional responsibilities that align with business needs and team objectives.
