Customer Experience Liaison

3 weeks ago


Sacramento, California, United States The Trenchless Co. Full time
Job Title: Customer Experience Liaison

About The Trenchless Co.

The Trenchless Co. is a leading provider of trenchless solutions, and we're seeking a skilled Customer Experience Liaison to join our team. As a key member of our customer-facing department, you will play a vital role in delivering exceptional customer experiences and driving business growth.

Estimated Salary: $50,000 - $65,000 per year, depending on experience.

Job Description:

We are looking for a talented individual with excellent customer service skills to join our Call Center Team as a Customer Experience Liaison. This role involves converting incoming customer calls into booked service appointments, delivering call scripts with an authentic cadence, and responding to customer requests in a professional and timely manner.

Key Responsibilities:

  • Convert incoming customer calls into booked service appointments.
  • Outbound calling to generate additional leads.
  • Deliver call scripts with an authentic cadence; be clear, compelling, and personable.
  • Respond to customer requests, resolving issues and promoting the brand.
  • Be professional and establish customer rapport, encouraging repeat business.
  • Participate in training to boost booked calls.
  • Adhere to the company's plan for resolving customer complaints quickly and favorably.
  • Maintain and update customer database with complete and accurate information.
  • Evaluate customer calls and collect as much information as possible.
  • Relay accurate information to technicians, ensuring proficient, quality customer experiences.
  • Manage the whereabouts and needs of every technician in the field.
  • Process Invoices and Proposals.
  • Process monies turned in with technicians' paperwork.
  • Complete 'Happy Calls' to monitor the company's performance and customer satisfaction.
  • Perform miscellaneous office tasks (labelling, filing, etc.).
  • Continue to carry out the owner's vision of the company culture specifically focusing on teamwork, honest and open communication with team members, ethics, and integrity.
  • Ensure that all work performed meets or exceeds OSHA regulations and standards.

Requirements:

  • Customer-first attitude.
  • Empathy.
  • Good communication skills.
  • Positive attitude.
  • Self-starter.
  • Extremely motivated.
  • Team player.
  • Quick learner.
  • Exceptional time management and organizational skills.
  • Natural problem solver.


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