Customer Experience Admin

Job Description

Customer Experience Admin

Job Overview

The Customer Experience Admin will oversee all customer activity within the organization and assist Home Techs to maintain the highest standards of service. As an organization we want to be the first call for home repairs and maintenance and the CEA will be the primary point of contact for customers. Successful candidates will be able to juggle the many touch points with customers from the first interaction through completion of a job and additionally assist with repeat customer opportunities. This job directly reports to the President of TruBlue Houston and needs to schedule new clients, service calls, warranties, installations to help ensure customer satisfaction, and also including other duties as assigned.

Responsibilities and Duties

Accept inbound customer calls, leads, and return customer messages within 24 hours

Prepare/approve and send job proposals and follow up for scheduling after deposit is received

Manage daily scheduling of Home Techs

Schedule home onsite visits for more complicated proposals

Communicate with customers with scheduling and job updates

Update social media and company website with referral statements and job photos

Call back completed jobs for service update and referrals

Close out the job in all operational/accounting systems

Send out automated invoice after completion

Maintain close contact with Owner General Manager, Service Techs, and the Customer

Qualifications

Telephone Customer Service Experience

Pleasant speaking voice

Home computer with Microphone headset and high-speed internet access

Ability to pass background check

Enjoy working with the public

Desire to always exceed expectations

Main Objectives

1. Leave a Great Impression: Customers should feel you were positive and helpful.

2. Live Answer Phone Throughout Shift (try to smile when you talk on the phone)

3. Live Respond & Return Emails Throughout Shift

4. Respond to All Voicemails in Que

5. Respond to All Emails in Que

6. Log all Data Into Lead Tracker Database

7. Log all Data and Schedules on HouseCallPro and/or Workiz

This is a remote position.