Customer Experience Specialist

Mario Purchaser LLC•Richmond Hill, GA

5d•$16 - $17•Onsite

About The Position

This is a Full Time, Hourly position, working On-Site at our Richmond Hill GA Branch near Savannah. The schedule requires flexibility and can include early or evening shifts, including weekends. The role involves successfully converting requests for service into booked appointments to meet individual and team KPI goals, correctly identifying customer needs and overcoming objections, and accurately collecting and entering customer information into the service database. The specialist will answer all calls with a sense of urgency while providing superior customer service, communicate professionally with Dispatch and Service teams, and follow up with customers to ensure satisfaction. This role also handles other lead sources like web leads and answering service messages, performs opening and closing duties, ensures safety best practices are followed, and works cross-functionally with dispatchers and other departments. Responsibilities include distributing service window updates, capturing and distributing customer concerns, and other duties as assigned. The specialist will handle high-volume inbound calls, convert inquiries into scheduled appointments, make outbound calls for scheduling and follow-up, resolve customer concerns, enter and manage data in the CRM system, collaborate with internal teams, and conduct follow-up calls to ensure satisfaction and explore additional service opportunities. Participation in training sessions and staying informed on service updates is also required.

Requirements

Excellent verbal and written communication skills
Positive, professional, and friendly demeanor
Strong problem-solving and multitasking abilities
Self-motivated, organized, and team-oriented
High school diploma or equivalent

Nice To Haves

Sales experience is preferred
Previous high volume call center experience is preffered
Home service experience preferred
Service Titan experience is preffered
Associate’s or higher a plus

Responsibilities

Successfully convert requests for service into booked appointments to meet individual and team KPI goals
Correctly identify customer needs and overcome objections that may impede call booking
Accurately collect and enter all necessary customer information into the service database
Answers all calls with a sense of urgency while providing superior customer service at all times
Communicate professionally and effectively with Dispatch and Service teams to ensure proper customer handling
Follow-up with customers to ensure overall satisfaction with customer experience and service
Effectively handles all other lead sources; such as web leads and answering service messages.
Successfully performs opening and closing duties.
Ensure safety best practices are followed in the field.
Work cross functionally with dispatchers and other departments to ensure the customer is fully taken care of
Responsible for the distribution of service window updates to all service teams.
Capture and distribute customer concerns to the appropriate service team(s).
Other duties as assigned.
Handle high-volume inbound calls with professionalism and accuracy
Convert inbound inquiries into scheduled, revenue-generating service appointments
Make outbound calls to schedule, confirm, and follow up on appointments
Resolve customer concerns while maintaining composure and professionalism
Enter and manage data accurately within our CRM system
Collaborate with dispatch, technicians, and internal teams to avoid scheduling errors
Conduct follow-up calls with customers to ensure satisfaction and explore additional service opportunities
Participate in training sessions and remain informed on service updates, offerings, and procedures