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Customer Engagement Specialist

2 months ago

MagstattleBas, Grand Est, United States Supportworks Full time

About the Role:
This is not your standard call center environment where you simply answer calls and move on. Supportworks is a franchise organization with locations nationwide.

When customers seek garage floor coatings or installation of shelves and cabinets, they reach out through our dedicated hotline or visit our website to schedule an appointment.

At the National Appointment Center (NAC), our representatives are tasked with contacting customers and securing those appointments. The primary objective of this position is to facilitate sales representatives from our franchisees in reaching customers' homes, showcasing our products, and assisting them in selecting Supportworks for their projects.

Failure to convert a lead into an appointment represents a missed opportunity. Therefore, our Customer Engagement Specialists play a crucial role in the success of the company. Are you someone who finds fulfillment in helping our franchisees fill their schedules with sales appointments? Do you excel in setting ambitious goals and consistently achieving or exceeding them?

If so, Supportworks could be the ideal place for you. We are expanding and thriving, and the Customer Engagement Specialist role is vital in driving our success.

What We Offer:
- A Monday to Friday work schedule (with occasional weekends)
- Competitive hourly compensation
- 401(K) plan with matching contributions

Comprehensive Benefits Package:
- Health, Dental, and Vision coverage (for full-time positions)
- Opportunities for professional development
- Paid training along with state-of-the-art tools and equipment
- A career with a stable organization that has been operational since 1975
- A parent company recognized as a "Best Place to Work" for three consecutive years

As a Customer Engagement Specialist, your responsibilities will include:

  • Scheduling Sales Appointments: Deliver an exceptional customer experience by efficiently scheduling sales appointments through our phone line, website, and other channels. We will provide you with our customer messaging to ensure you feel confident in your role from the start, along with ongoing training to enhance your skills over time.
  • Customer Support: Engage with customers via phone, email, text, or online chat, not only scheduling appointments but also addressing their inquiries and concerns, ensuring they feel reassured about their choice for garage renovations.
  • Net Promoter Score (NPS) Collection: We are committed to creating delighted customers. To achieve this, we follow up on every project completed by our franchisees. You will initiate NPS survey calls to customers after their installations, providing valuable feedback to our franchisees to recognize their efforts and identify areas for improvement.

Qualifications:
- High school diploma or equivalent required
- Two years of call center experience preferred
- Two years of customer service experience preferred
- Proficient in Microsoft Office applications
- Excellent verbal and written communication skills
- Ability to deliver outstanding customer service with a positive attitude in a fast-paced environment
- Capacity to work independently and solve problems as necessary

About Supportworks:
Consistently recognized as one of the Best Places to Work in Omaha, Supportworks prioritizes people above all else, starting with our employees. It is integral to our mission to redefine the contractor industry. Whether you join Supportworks or one of our subsidiaries, you will be part of a team dedicated to significantly enhancing the homeowner-contractor experience.

Supportworks is an Equal Opportunity Employer (EOE).