Customer Experience Representative - CXR

Customer Experience Representative’s main focus is to lead Strobert Tree Services, Inc. in all efforts to increase the external and internal customer experience.

CXR will manage all incoming call and customer service enquiries, generate sales leads that develop into new customers. CXR will assist, identify and assess all customer needs to achieve satisfaction. CXR will act as liaison to provide information, answer questions, and assist in resolving customer issues with accuracy and efficiency.

The CXR will assist with customer projects by tracking progress, documenting all interactions, whilst communicating with customers promptly to keep the customer project moving forward. The CXR will assist as needed with scheduling and customer AR. The CXR will deliver the desired customer experience in all aspects of the business.

The Customer Experience Representative reports directly to the Customer Experience Manager (CXM).

Responsibilities

External Customer Experience

• Consistently DELIGHTING THE CLIENT.
• Answer inbound calls from customers, tree crew members, sales team and project support and mechanical shop to support the external customer experience and manage customer expectations.
• Conduct initial contact with the customer to assist in lead scheduling for the sales team. Submit accurate and thorough documentation of all interactions related to the customer project in appropriate technology tools.
• Ensure projects are scheduled within the CRM and provide confirmation to the customer.
• Work with the scheduling team and provide backup support for scheduling when needed to ensure the client experience is positive and no client calls go to voicemail during normal operating hours.
• Actively listen to customers to deliver an excellent customer experience and promote team collaboration at every touchpoint.
• Assist with customer Accounts Receivable, ensuring timely payments and recording payments as they are received.
• Maintaining positive customer relations for the business.

Internal Customer Experience

• Assist scheduling team as needed with scheduling
• Assist Project Manager with damage claims
• Assist with customer Accounts Receivables and maintaining a log of all outstanding payments with notes
• Provide general office support which includes preparing and maintaining office spaces.
• Provide administrative and ad-hoc support to members of the leadership team as needed

Qualifications

• Minimum of 2 years of customer service, scheduling and office experience.
• Excellent organizational and communication skills, including writing, proofreading, listening and speaking.
• Excellent interpersonal skills both in person and by phone, with high professionalism.
• Problem-solving skills, confidence to troubleshoot and investigate customer issues to assist in the resolving of queries and complaints.
• Proficient computer skills with the ability to learn new software.
• Ability to work evenings and weekends as needed.

Job Type: Full-time

Pay: $18.00 - $24.00 per hour

Expected hours: 35 – 45 per week

Benefits:

• 401(k)
• Health insurance
• Paid time off

Experience level:

• 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to Relocate:

• Wilmington, DE 19803: Relocate before starting work (Required)

Work Location: In person