Customer Experience Specialist

2 months ago

Dallas, United States Smart City Locating Full time

** Customer Experience Specialist**

**Job Category****:** Customer Experience **Requisition Number****:** CUSTO001239 Showing 1 location **Job Details**

**Description**

**Position Summary**: The **Customer Experience** (**CX) Specialist** oversees inbound communication for all branches as needed. Performs all but not limited to attending team and company meetings, answering phones, texts, social media DMs, converting webforms, and passing out leads in the CRM. This role can be done remotely from any of our 8 markets. (Dallas, Fort Worth, San Antonio, Austin, Houston, Denver, Chicago, and Atlanta)

The goal of the CX Specialist is to provide out of this world customer service and convert inbound leads to clients in a quick and efficient manner. Inbound communication responses should be managed in less than 5 minutes.

**ESSENTIAL FUNCTIONS****:** The individual occupying this position must be able to perform essential job functions set forth below with or without reasonable accommodation.

**Primary Duties and Responsibilities:**This document in no way states or implies that these are the only duties to be performed by the individual occupying this position. This is a representative list of the general duties, and it is not intended to be all-inclusive.

* Be a positive and energetic first impression for the company

* Qualify inbound leads and convert to clients; divert any unqualified leads in a friendly manner

* Assist and fulfill Independent Sales Representative requests and escalate as needed

* Uphold a less than five minute response time on all inbound communication platforms

* Monitor and uphold the company 15 minute promise through the CRM

* Manage all inbound company communications, including but not limited to: calls, texts, social media messages, online chats, emails and more

* Manage all social media comments: respond to all comments within one hour and delete inappropriate comments as needed

* CRM Management

+ Enter qualified leads into the CRM and pass out to agents

+ All information entered into the CRM should be done with accuracy

* Platform Management

+ Turn notifications on for all working platforms during scheduled shifts

+ Check all platforms every 5 minutes to avoid missed notifications

* Manage client situations utilizing the Tricky Situations protocol and escalate as needed

* Collaborate and communicate with team members when there are spikes in platform traffic, leveraging them as backup as needed

* Utilize the team and management as a resource and follow proper channels of communication

* Assist with office administrative tasks, data entry/analysis projects, conversion metric tracking, and other departmental tasks as needed

* Answer emails on behalf of the company or forward to correct departments

* Able to provide your own laptop and iPhone

**Technology Skills:**

* Proficient in Google G-Suite

* Proficient with CRM tool

* Proficient with Apple and PC products

* Proficient with social media platforms

**Education and Competencies**:

* High School Diploma or equivalent required

* Bachelor's Degree recommended

* 0-1 year experience on a Customer Service team

**Who We Are**

We are more than just an apartment locating company. We love what we do, and we work all the time because to us, it doesnt feel like work. We believe that professionalism is doing what you say youre going to do. We pride ourselves on teamwork, and we live for helping others. We get excited when faced with a tough challenge and go the extra mile to achieve our goals. We believe in quick communication, accessibility, transparency, and having fun while putting in good old fashioned hard work. We go above and beyond, we are hyper-personalized, and we make friends, not clients. You are not just another e-mail address, and we are not just another real estate service. WE ARE SMART CITY

**Our values (H.O.N.O.R) need to resonate hardcore with you:**

* **Honor Bound** We do what we say were going to do, and we dont need to wear a suit and tie to do it.

* **Overachievers** We always go the extra mile.

* **Never Settle** We are constantly striving for growth, both personally and professionally.

* **Optimistic** We are a genuine force of positivity, not like rainbows and butterflies, but like, life is good.

* **Real People**- We treat everyone like friends, and were real human beings who make mistakes sometimes. Lets learn from it and move forward.

Our team is extremely important to us and were excited to have been recognized as one of Dallas Business Journals 2019 Best Places to Work. Check out our page to see what #SmartCityLife is all about

**Perks - you know you want em**

* Comprehensive and flexible health benefits plan including EAP

* Life and Disability Insurance

* Flex PTO

* Paid Holidays

* Flexible work schedule with WFH options

* Monthly cell phone stipend

* Casual dress code

* A wide variety of office snacks and drinks provided complimentary

* Dog-friendly office with yummy treats

* Professional development and training opportunities

**We Take Equality Seriously**

Smart City is proud to be an equal opportunity workplace and does not discriminate based on race, religious creed, color, national origin, ancestry, genetic information, physical or mental disability, medical condition, marital status, gender, age, sexual orientation, gender identity, veteran status, or any other characteristic protected by applicable law, in connection with any aspect of employment at Smart City Locating.

All offers of employment are conditioned upon the candidates completion of a Form I-9 and delivery of appropriate documentation to establish the candidates identity and legal authorization to work in the United States.

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

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