Client Engagement Coordinator

2 weeks ago

Dallas, Texas, United States Smart City Locating Full time

Customer Experience Specialist

Job Category: Customer Experience Requisition Number: CUSTO001239

Job Overview

Position Summary: The Customer Experience (CX) Specialist is responsible for managing incoming communications across various channels for all branches as required. This includes attending team meetings, responding to phone calls, texts, social media messages, converting web inquiries, and distributing leads within the CRM system. This role is available for remote work across multiple markets.

The primary objective of the CX Specialist is to deliver exceptional customer service and efficiently convert incoming inquiries into clients. Responses to inbound communications should be handled promptly, ideally within five minutes.

Key Responsibilities:

  1. Serve as a positive and enthusiastic first point of contact for the organization.
  2. Evaluate incoming leads and convert them into clients while courteously redirecting unqualified leads.
  3. Support Independent Sales Representatives' requests and escalate issues as necessary.
  4. Maintain a response time of under five minutes for all inbound communication channels.
  5. Ensure adherence to the company's 15-minute response commitment through the CRM.
  6. Oversee all inbound communications, including calls, texts, social media messages, online chats, and emails.
  7. Manage social media interactions: respond to all comments within one hour and remove inappropriate comments as needed.
  8. Handle CRM management tasks, including entering qualified leads and ensuring accuracy of information.
  9. Monitor notifications across all platforms during scheduled shifts and check every five minutes to avoid missed communications.
  10. Utilize the Tricky Situations protocol to manage client interactions and escalate when necessary.
  11. Collaborate with team members during high traffic periods, leveraging additional support as needed.
  12. Assist with administrative tasks, data entry, analysis projects, and conversion metric tracking.
  13. Respond to emails on behalf of the company or forward them to the appropriate departments.
  14. Provide your own laptop and iPhone.

Required Skills:

  • Proficient in Google G-Suite.
  • Experienced with CRM tools.
  • Familiar with both Apple and PC products.
  • Skilled in managing social media platforms.

Education and Experience:

  • High School Diploma or equivalent required.
  • Bachelor's Degree preferred.
  • 0-1 year of experience in a Customer Service role.

About Us:

At Smart City Locating, we are dedicated to more than just apartment locating; we are passionate about our work. Our commitment to professionalism means we follow through on our promises without the need for formal attire. We value teamwork and thrive on helping others, embracing challenges, and striving for excellence. Our principles of quick communication, accessibility, transparency, and enjoyment in our work define our culture. We prioritize building relationships over transactions, treating everyone as friends rather than just clients.

Our Core Values (H.O.N.O.R):

  • Honor Bound: We fulfill our commitments.
  • Overachievers: We consistently go above and beyond.
  • Never Settle: We pursue continuous personal and professional growth.
  • Optimistic: We maintain a positive outlook.
  • Real People: We treat everyone authentically and learn from our mistakes.

We are proud to be recognized as one of the best workplaces and are committed to equality in our hiring practices.

Benefits:

  • Comprehensive health benefits plan.
  • Life and Disability Insurance.
  • Flexible Paid Time Off.
  • Paid Holidays.
  • Flexible work schedule with remote options.
  • Monthly cell phone stipend.
  • Casual dress code.
  • Complimentary office snacks and beverages.
  • Dog-friendly office environment.
  • Opportunities for professional development and training.

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