Customer Experience Specialist

2 months ago

Honolulu, United States Servi-Tek Full time
About the Job:

The Customer Experience Specialist position, under minimal supervision, is responsible for providing customers with best-in-class experience through the effective execution of their duties. This position is required to understand and help improve the company's quality standards.

Roles and Responsibilities:

Deliver Excellent Customer Experience
  • Deliver exceptional Customer Experience and Establish Servi-Tek's reputation as a company that offers excellent customer experience during all sales and after-sales procedures.
  • Promptly respond to customer queries via email, phone calls, site visits, or CRM.
Conduct Site Visits
  • Conduct Project Site Visits daily for various reasons to conduct a QA Inspection, and leverage these visits with other important tasks that will enhance service delivery.
  • Discover possible issues and address them promptly before it is escalated as client complaint.
CRM

Obtain Positive Client Reviews
  • Provide feedback to management on customer needs and concerns.
  • Obtain and maintain positive 5-star reviews from clients.
  • Share customer feedback with colleagues and other departments so that products and services can be improved.
Train Day Porter Supervisors (Onboarding and On-Going Training)
  • Train Day Porter Supervisors on job cards, janitorial protocols, and Servi-Tek Values and Policies to maintain our high standards.
  • Oversee employees' individual Time Off requests for sick leave, vacation, personal time off, etc., and submitting of forms to the HR Department for approval.
Work Orders and Reports (Servi-Trak)
  • Receive requests for tag jobs, calculate the charges, and prepare Tag proposals based on the type of service and the Company's pricing.
  • Creating, monitoring, and completing Work Orders and updating important instructions in Servi-Trak
  • Endorse work order information across all departments to ensure that tags are completed according to what was approved by the client.
  • Prepare Work Order Report and send it to the client or property manager upon completion.


Create and Maintain Company's Standard Operating Procedures

Requirements:

Education
•College Diploma or equivalent preferred

Experience
•1-3 years of experience in a related role
•Previous experience in customer relations or property management is preferred.
•Ability to prepare, presents, and review oral and written information and documents, in both English and Spanish.

Work Location: Hawaii

Competencies and Success Factors:
•Ability to work independently with minimal supervision, but also in a team environment.
•Ability to communicate effectively with team members to accomplish common goals.
•Ability to execute specific action plans, anticipate issues and resolve them with a sense of urgency.
•Time management: prioritize tasks to ensure that projects are completed by deadlines, and streamline processes to maximize productivity.
•Obsessed with creating great experiences for our clients and has a client-centered mentality and passion for customer service.
•Very attentive when dealing with each customer; and also be able to sort for useful details in every inquiry/complaint that is being made by the customer, to enable effective problem solving and ultimately, customer satisfaction
•A positive attitude and the ability to build relationships with clients.

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