Customer Engagement Specialist

2 weeks ago


MagstattleBas, Grand Est, United States Supportworks Full time

About the Role:
This position is not your standard call center job where you simply answer calls repeatedly. Supportworks is a franchise organization with numerous locations nationwide. When clients seek garage flooring solutions or the installation of shelves and cabinets, they reach out to us through our dedicated hotline or website to schedule an appointment. Our representatives at the National Appointment Center (NAC) are tasked with contacting these clients and securing that appointment. The primary objective of this role is to facilitate the connection between our franchise sales representatives and potential customers, enabling them to showcase our offerings and assist in their decision-making process.

Your Impact:
Every lead that comes into the NAC presents an opportunity. If we fail to convert a lead into an appointment, it represents a missed chance for success. Thus, our Customer Engagement Specialists play a crucial role in driving the company's growth. Are you someone who finds fulfillment in helping our franchisees maximize their sales opportunities? Do you excel in setting ambitious targets and consistently achieving or exceeding them?

If this resonates with you, Supportworks could be an excellent fit. We are expanding and thriving, and the Customer Engagement Specialist position is vital to our ongoing success.

What We Offer:

  • Monday to Friday work schedule (with occasional weekend shifts)
  • Competitive hourly compensation
  • 401(K) plan with matching contributions
  • Comprehensive benefits package, including Health, Dental, and Vision (for full-time roles)
  • Opportunities for career advancement
  • Paid training and access to cutting-edge tools and technology
  • A stable career with a company established since 1975
  • A parent organization recognized as a 'Best Place to Work' for three consecutive years
Key Responsibilities:

Appointment Scheduling:
  • Deliver an exceptional customer experience by efficiently scheduling sales appointments via our phone line, website, and other channels. We will provide you with the necessary training to ensure you feel confident in your role, along with ongoing professional development opportunities.
Customer Support:
  • Engage with clients through phone, email, text, or online chat, not only to arrange appointments but also to address their inquiries and concerns, ensuring they feel reassured that they have chosen the right service for their garage renovation needs.
Feedback Collection:
  • We are committed to creating delighted customers. To achieve this, we follow up on every project completed by our franchisees. You will initiate a Net Promoter Score (NPS) survey call after each installation, providing valuable feedback to our franchisees to recognize their efforts and identify areas for improvement.
Qualifications:
  • High school diploma or equivalent required
  • Preferred: Two years of experience in a call center environment
  • Preferred: Two years of experience in customer service
  • Proficient in Microsoft Office applications
  • Strong verbal and written communication skills
  • Ability to deliver outstanding customer service with a positive demeanor in a fast-paced setting
  • Capable of working independently and solving problems as they arise
Supportworks is an Equal Opportunity Employer (EOE).

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