LIFE IS SHORT.
WORK SOMEWHERE GREAT.

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EMPLOYEES

We believe fulfilling work creates fulfilling lives, and we want employees to have both.

We bestow the gift of high expectations on people, but with the love and belief that they can accomplish what they didn't think they could before. We want people to do the work they love, in an environment they're happy in and have the chance to grow.

CUSTOMERS

We believe customer experiences must be remarkable.

We believe the bar for an exceptional customer experience can be set so high that mediocrity in the contracting world is simply no longer accepted or tolerated. We use this perspective in all the work we do.

Customer Care Specialist

Description = 

Our Customer Care team schedules high-quality sales appointments for our sales and service teams using leads generated by our Marketing department. They use phone, text, and email to reach our customers in a way that works best for them (our customers). Our Customer Care team is directly responsible for coordinating, filling, and maintaining our appointment calendars, and spends the majority of their time on the phone with prospective customers. 

 

Direct reports = none.

Experience= Not required. Our priority is to find the right fit for our team and will train accordingly.

Interview process = Our process contains several steps by design to ensure we are putting the right person in the right seat within our team. That does not mean our process takes a long time. It does mean that a candidate should anticipate several interviews with different purposes for each. 

Requirements

Outcomes required:

  1. Must be able to reach an average of 10 booked appointments per day within the first 90 days of employment, then 12 within the following 90 days. Finally, able to maintain this threshold thereafter.
  2. Must be relentless in follow up to prospective customers that are looking to schedule their free inspections.
  3. Must be able to maintain a high conversion rate of leads to booked appointments.
  4. Must create a consistent and remarkable experience for every customer using our proven scripting.
  5. Must be able to master complex scheduling parameters that include a large geography, a large team, differing types of appointments, and differences in who runs which types of appointments. 
  6. Must be able to effectively and efficiently maintain a full appointment calendar within an acceptable margin, managing our move up list with cancellations, etc. 
  7. Must communicate clearly and efficiently with teammates to ensure issues are escalated to the correct departments as needed, and ensure all important information is conveyed between the customers and our teams.
  8. Must act with urgency in problem solving for our customers. 
  9. Must be discerning in how to prioritize to-dos, customer needs, workload, etc. 
  10. Must be able to structure and process qualitative or quantitative data and draw insightful conclusions from it.
  11. Must maintain excellent data and records within our CRM. 
  12. Must maintain excellence in written and verbal communication with our team and our customers, including proper grammar, spelling, and discernment on what effect your communications will have. 
  13. Must learn quickly and demonstrate ability to quickly and proficiently understand and absorb new information.
  14. Be accountable. Must follow-through on commitments:  verbal and written.

 

KPIs:
Appointments Set
Conversion % from lead to appointment
Activity: i.e. number of calls/ time spent on the phone
 
 
 
 

EEO.

Drug-free workplace; we mean that. 

 

 

Life is short. Work somewhere great.

Additional Information

Job Type: Full-time
Experience: Entry Level

Contact Information

Name: Jeff Batts or Shelli Meador
Phone: 1-901-402-0844
Email: [email protected]

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