Customer Experience Admin

Job Overview

The Customer Experience Admin will oversee all customer activity within the organization and assist Home Techs to maintain the highest standards of service. As an organization we want to be the first call for home repairs and maintenance and the CEA will be the primary point of contact for customers. Successful candidates will be able to juggle the many touch points with customers from the first interaction through completion of a job and additionally assist with repeat customer opportunities. This job directly reports to the President of TruBlue Houston and needs to schedule new clients, service calls, warranties, installations to help ensure customer satisfaction, and also including other duties as assigned.

Responsibilities and Duties

• Accept inbound customer calls, leads, and return customer messages within 24 hours
• Prepare/approve and send job proposals and follow up for scheduling after deposit is received
• Manage daily scheduling of Home Techs
• Schedule home onsite visits for more complicated proposals
• Communicate with customers with scheduling and job updates
• Update social media and company website with referral statements and job photos
• Call back completed jobs for service update and referrals
• Close out the job in all operational/accounting systems
• Send out automated invoice after completion
• Maintain close contact with Owner General Manager, Service Techs, and the Customer
  
  

Qualifications

• Telephone Customer Service Experience
• Pleasant speaking voice
• Home computer with Microphone headset and high-speed internet access
• Ability to pass background check
• Enjoy working with the public
• Desire to always exceed expectations
  
  

Main Objectives

• Leave a Great Impression: Customers should feel you were positive and helpful.
• Live Answer Phone Throughout Shift (try to smile when you talk on the phone)
• Live Respond & Return Emails Throughout Shift
• Respond to All Voicemails in Que
• Respond to All Emails in Que
• Log all Data Into Lead Tracker Database
• Log all Data and Schedules on HouseCallPro and/or Workiz
  
  

This is a remote position.