Customer Enrichment Specialist

WireNut Home Services•Colorado Springs, CO

7d•Onsite

About The Position

As the Customer Enrichment Specialist, you will be responsible for customer care, handling customer grievances, and ensuring their concerns are addressed in a timely and satisfactory manner. This role requires maintaining a professional demeanor while handling difficult conversations. WireNut Home Services is a family-owned residential company established in 2004, providing Electrical, Plumbing, HVAC, and Drain Service throughout Colorado's Front Range. We have earned over 64,000 happy customer reviews and are the record holder of 10x Excellence in Customer Service Award from the BBB. We are also recipients of the Gazette's Best Workplaces for 7 consecutive years and have enjoyed aggressive growth year-over-year.

Requirements

Less than 2% of revenue refunded

Responsibilities

Answering live customer calls (Concerns) as they come in as quickly as possible
Answering any voicemails immediately and documenting them
Responding to Email and text concerns from CCR's in a timely fashion
Responding to negative BBB/Facebook/Google/Next-door/Yelp complaints and reviews
Responding to positive reviews (asking for customer referrals)
Tracking and logging concerns
Handling membership cancels and refunds daily
Updating Huddle board (CCR's) & updating booking rate
Adapting to constantly changing business needs and additional responsibilities