Job Title: Customer Engagement SpecialistDepartment: Call Center

Reports to: Call Center Manager                                                

Job Summary:

The Customer Engagement Specialist (CES) will be a friendly, bubbly, extroverted, outgoing, and engaging person who will reach out to existing and potential Stewart Plumbing customers by various means to promote, offer, secure, and schedule applicable offerings and appointments with the intention of increasing Stewart Plumbing’s scheduled appointments. This position will also work directly with our field technicians and dispatchers to assist in closing sales that are ‘on the fence’ to maximize our closing rate and keep the business busy. This position will also back up the CSR position as needed. They will also update and correct the formatting in our service software as needed to be accurate and organized. The Customer Engagement Specialist’s position will be flexible to be able to supply various added help to other customer-related and business-related projects as needed. This position includes placement in an on-call rotation for responding to customers after hours. Applicants are encouraged to apply online and may be contacted for a phone interview.

Responsibilities:

·       The CES will make outbound phone calls to customers to offer, secure, and schedule various service appointments.

·       Use secondary contact methods such as voicemail, texting, emailing, and postcards to follow up with customers.

·       Use the company’s software (Service Titan, Excel, Work, Outlook, etc.) to manage and execute your daily tasks.

·       Manage the customer database as needed to make sure the data is current and correctly formatted.

·       Help with other various customer-related projects as needed.

·       Perform Customer Service Representative (CSR) duties (Call answering, appointment setting, secretarial duties, etc.) as needed to back up the primary CSR. This includes being in the “on-call rotation” for responding to our customers after-hours needs.

Required Skills/Abilities:

·       Excellent verbal and written communication skills with a focus on professionalism, quality, and friendliness.

·       Excellent interpersonal and customer service skills focus on professionalism.

·       A desire to be friendly, communicate with customers, and build lasting professional relationships.

·       A basic understanding of the importance of salesmanship values.

·       A strong understanding of computers and Microsoft-based technology like Windows, Outlook, Excel, and similar.

·       Excellent time management skills with a proven ability to meet deadlines.

·       Ability to effectively use office phone systems and cellular phones.

·       Strong analytical and problem-solving skills.

Education and Experience:

·       High school diploma or equivalent.

·       At least two years of related customer-service and/or salesmanship experience needed.

Physical Requirements:

·       Prolonged periods of sitting at a desk and working on a computer.

·       Must be able to lift approximately 20 pounds at times.

Compensation

·       The Customer Experience Specialist will be compensated with an hourly rate, sales commission, and performance bonuses for exceeding various goals. The starting rate is $18 per hour. This position also includes the following benefits: PTO, Health Insurance Programs, Dental / Vision Insurance Programs, Company-matched IRA Contributions (up to 3%), and more.