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Customer Experience Associate

4 months ago

Auburn, United States Heritage Home Service Full time

Overview:
**Mission**:
Join our team as a Customer Experience Associate (CXA) and become the face of our plumbing, heating, and electric company. In this role, you will be instrumental in ensuring our customers receive exceptional service and support. You will handle inquiries, resolve issues, and provide valuable assistance, ensuring customer satisfaction with our products and services. Your friendly demeanor, problem-solving skills, and technical knowledge will be critical in maintaining positive customer relationships and promoting the growth of our business.

**Key Responsibilities**:
**Customer Communication**:

- Serve as the first point of contact for customers, addressing inquiries and providing information about our services.

**Troubleshooting and Issue Resolution**:

- Listen to customer concerns, assess problems, and provide appropriate solutions or recommendations.
- Collaborate with our technical team to address complex issues and ensure timely resolution.

**Product and Service Knowledge**:

- Develop a comprehensive understanding of our products and services.
- Stay updated with industry trends, new technologies, and best practices to better assist customers.

**Order Processing and Scheduling**:

- Process customer orders and ensure timely scheduling of appointments.
- Coordinate with the internal team to streamline service delivery.

**Customer Feedback and Satisfaction**:

- Conduct follow-up calls or surveys to gather feedback and measure satisfaction.
- Address any negative feedback promptly to enhance the customer experience.

**Sales and Upselling**:

- Identify opportunities for upselling or cross-selling additional services based on customer needs.
- Collaborate with the sales team to promote special offers or promotions.

**Documentation and Reporting**:

- Maintain accurate records of customer interactions in our CRM system.
- Generate reports on customer feedback, trends, and service performance for management review.

**Qualifications and Requirements**:

- High school diploma or equivalent; additional education or certification is a plus.
- Proven experience in customer service, preferably in the plumbing, heating, or electric industry.
- Access to internet with 50 MPS upload and 50 MPS download speed
- Strong communication and interpersonal skills.
- Problem-solving and critical-thinking abilities.
- Basic knowledge of plumbing, heating, or electric systems, or a willingness to learn.
- Proficiency in using computer systems, CRMs, and other relevant software.
- Customer-focused mindset with a dedication to outstanding service.
- Ability to work independently and as part of a team.
- Excellent time management skills and the ability to handle multiple tasks simultaneously.

**Physical Requirements**:

- Prolonged sitting for administrative tasks, such as handling paperwork and using computer systems.

**Always Pursue Better**: Our commitment to constant improvement drives us towards excellence at all levels. We strive to understand and satisfy the needs of our customers, consistently refine our methods, and benchmark our performance against the best. We maintain open communication, optimize operations, and champion teamwork. Join us in our dedicated culture of continuous improvement and help us achieve our goals.

**Available shift times**:
(1) full-time 10:00am - 6:30pm

(1) full-time Thu-Mon 8:30am - 5:00pm

OR

(1) full-time 4 - 10-hour shifts Fri-Mon 7:00am - 5:30pm