Exceptional Customer Experience Specialist
3 days ago
We're seeking a highly skilled and motivated individual to join our team as a Support and Solutions Professional at HomeX Services Group As a key member of our call center team, you'll play a vital role in delivering exceptional customer experiences and resolving complex issues.
Job Summary:In this role, you'll be responsible for providing timely and professional assistance to customers via telephone interactions, addressing inquiries, resolving complaints, and promoting our products and services. You'll also maintain a high level of product knowledge to effectively assist customers with booking appointments and educating them on membership opportunities and benefits.
Key Responsibilities:- Respond promptly to customer calls, providing accurate and detailed information about our services and policies.
- Investigate and resolve customer complaints or concerns, escalating issues to higher-level support when necessary.
- Maintain a high level of product knowledge to effectively assist customers with booking appointments and educating them on membership opportunities and benefits.
- Document customer interactions, including details of inquiries, complaints, or actions taken, in our systems or databases.
- Foster strong relationships with customers by listening attentively to their concerns and providing solutions that meet their needs.
- Stay updated on company products, services, promotions, and policies to provide accurate and up-to-date information to customers.
- Collaborate with other team members and departments to resolve customer issues and improve overall customer experience.
- Bachelor's degree in a related field (e.g., business, communications, or a similar field); additional education is a plus.
- Minimum 2 years of experience in a customer service or call center role; prior experience in the HVAC, plumbing, or electrical industry is preferred.
- Excellent verbal and written communication skills, with the ability to communicate complex information in a clear and concise manner.
- Strong active listening and problem-solving abilities, with a focus on finding creative solutions to customer issues.
- Ability to work well under pressure, handling multiple customer calls simultaneously while maintaining a positive attitude and composure.
- Proficiency in using computers and navigating multiple software applications simultaneously, including CRM tools and telephony systems.
- Attention to detail and accuracy in data entry and documentation, with a focus on maintaining confidentiality and adhering to data protection guidelines.
- Ability to adapt to a fast-paced environment, prioritizing tasks and managing time effectively to meet performance targets.
- Positive attitude, resilience, and adaptability, with a passion for delivering exceptional customer service and driving results-oriented solutions.
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