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Customer Engagement Specialist for the Region
2 months ago
Position Title: Regional Customer Relations Specialist
Job Category: Customer Service
Requisition Number: REGIO025591
Overview:
The primary goal of the Regional Customer Relations Specialist is to deliver exceptional service to our existing clientele, ensuring their inquiries and concerns are addressed efficiently and effectively in a single interaction.
Key Responsibilities:
- Respond to incoming inquiries from current customers, tracking unresolved issues to keep them informed about the status of their requests.
- Provide knowledgeable responses to customer concerns, demonstrating expertise in our services.
- Utilize the current Customer Relationship Management (CRM) system to accurately document customer interactions.
- Conduct thorough research to gather necessary information from available resources.
- Identify urgent issues and escalate them appropriately, ensuring follow-up with customers to confirm resolution.
- Meet or exceed productivity targets and performance metrics established by the region.
- Make proactive outbound calls to customers who have recently completed services to assess satisfaction levels.
- Communicate with customers regarding special circumstances, including schedule adjustments and weather-related updates.
- Assist customers with payment processing and setting up automated billing options.
- Collaborate with Regional Sales Managers and District Managers to summarize trends and recurring issues.
- Engage with at-risk customers to develop action plans for improvement.
Required Experience:
Minimum of one year in a customer service or call center environment, or equivalent experience in a related field.
Essential Skills:
- Ability to de-escalate challenging customer interactions.
- Willingness to work overtime during peak operational periods.
- Flexibility in scheduling to meet business needs.
- Strong attention to detail and organizational skills.
- Team-oriented mindset with a focus on problem-solving.
- Professional demeanor and adaptability in various situations.
- Capacity to remain calm and effective under pressure.
Compensation and Benefits:
We offer a competitive compensation package, including:
- 401(k) matching
- Medical, dental, and vision coverage
- Short-term and long-term disability insurance
- Paid time off
- Comprehensive training programs
- Additional company perks
Position Type: Full-Time/Regular
Qualifications:
Education: High School diploma or GED required.
Experience: Minimum of 1 year in Customer Service.
Licenses & Certifications: Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
