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Customer Engagement Specialist
2 months ago
About the Role:
This position is not your standard call center job where you simply answer calls and move on. Supportworks is a franchise organization that operates in various locations nationwide. When customers seek to enhance their garage spaces, they reach out to us through our dedicated hotline or website to schedule appointments. Our representatives at the National Appointment Center (NAC) are tasked with contacting customers and securing those vital appointments. The primary objective of this role is to facilitate sales representatives from our franchisees in reaching customers' homes, allowing them to showcase our offerings and assist in selecting Supportworks for their projects.
The Importance of Your Role:
Every lead that comes into the NAC represents a potential opportunity. If we fail to convert it into an appointment, it is a missed chance. Therefore, our Customer Engagement Specialists play a crucial role in the success of the company. If you find fulfillment in helping franchisees fill their schedules with sales appointments and enjoy setting and exceeding goals, this position may be an excellent fit for you.
What We Offer:
- Consistent Monday to Friday 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 professional development and advancement.
- Paid training along with access to state-of-the-art tools and resources.
- A stable career with a company that has a long-standing history.
- A parent organization recognized as a "Best Place to Work" for multiple consecutive years.
Your Responsibilities:
Appointment Scheduling:
Deliver an exceptional customer experience by efficiently scheduling sales appointments through various channels, including phone calls and online inquiries. We will provide you with the necessary training to ensure you are confident in your role, along with ongoing development to enhance your skills.
Customer Support:
Engage with customers via phone, email, text, or online chat, not only to schedule appointments but also to address their inquiries and concerns, ensuring they feel assured they have chosen the right service for their garage renovations.
Net Promoter Score (NPS) Engagement:
We prioritize creating delighted customers. To achieve this, we follow up on every project completed by our franchisees. You will initiate NPS survey calls to customers post-installation, providing valuable feedback to our franchisees to recognize their efforts and facilitate their growth through constructive insights.
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 roles.
- Proficient in Microsoft Office applications.
- Excellent verbal and written communication skills.
- Able 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).
