Customer Service Program Specialist
About The Position
The Customer Service Program Specialist is responsible for resolving customer concerns, managing escalations, monitoring service quality, and driving customer satisfaction improvements across the organization. The role serves as the voice of the customer by investigating issues, identifying root causes, implementing solutions, and partnering with operational teams to improve the overall customer experience. The position includes handling complaints across multiple channels, monitoring and coaching customer service quality, managing customer feedback and online reputation, and tracking customer experience metrics. The role prepares reports and recommendations for leadership and measures the effectiveness of coaching and process improvements.
Requirements
- Experience in customer service, complaint resolution, quality assurance, or customer experience.
- Strong communication, problem-solving, and analytical skills.
- Ability to work cross-functionally in a fast-paced environment.
- Customer-focused mindset with a passion for continuous improvement.
Nice To Haves
- Experience in the home services industry, including HVAC, Plumbing, or Electrical.
Responsibilities
- Manage customer complaints received through phone, email, online reviews, social media, and field teams.
- Investigate customer concerns, identify root causes, and provide timely resolutions.
- Document customer interactions and escalate complex issues when needed.
- Monitor calls, emails, chats, and customer interactions for quality and compliance.
- Evaluate performance using QA scorecards and company standards.
- Provide coaching and feedback to improve customer service and communication.
- Analyze customer feedback and complaint trends to drive process improvements.
- Monitor online reviews and partner with leadership to improve ratings and customer satisfaction.
- Support initiatives that enhance the customer journey and reduce friction.
- Track complaint resolution, customer satisfaction (CSAT), QA scores, and escalation trends.
- Prepare reports and provide actionable recommendations to leadership.
- Measure the effectiveness of coaching and process improvement efforts.
Benefits
- Medical, dental, and vision insurance.
- Life and disability insurance.
- 401(k) and IRA options or retirement savings plan.
- Paid holidays.
- Paid time off (PTO).
- Incentive plan opportunities and annual bonus eligibility.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
