Customer Experience Representative (CXR - Sales)

Overview

This Opening Is Available For All CSR - Internal & External Candidates (w/ BPO exp. preferably in Sales)

This is also Work On Site in IBEX Nicaragua. Please upload your resume/CV in English.

Our client is looking for a Customer Experience (CX) Coordinator - Sales to join our growing team. A successful candidate for this role is a “people person” who shows enthusiasm for our brand, is highly organized and able to work both independently and as a contributing member of the Hoffmann Brothers Customer Experience Team. They will take a professional approach to providing excellent customer service to customers who are looking to book an appointment, or request product or service information. This position will handle customer service requests via phone, online submissions, & texts. To be successful in this position, the candidate must have a strong sense of urgency, superior customer service skills, and the ability to multitask.

Our Customer Experience Coordinators are one of the most important resources in our company. They act as the primary point of contact for customers, handing inquiries, complaints, and feedback. We have a set of high standards for job qualification and job performance.

Responsibilities

• You will promote customer satisfaction by converting incoming customer calls into booked service appointments.
• You will make outbound calls to our customers to schedule maintenance calls.
• Utilize call scripts for products and services and refer to them during calls. These will be delivered with an authentic cadence; be clear, compelling and personable.
• Follow procedures and processes within the Customer Experience Team to address issues, concerns, or follow ups.
• Build positive relationships by going above and beyond with every customer’s interaction, ensuring that all questions are addressed appropriately.
• Meet daily qualitative & quantitative targets for yourself and your team.
• Identify opportunities for driving sales & revenue by selling memberships, or recommending estimates, products, etc.

To be successful in this role, you must be:

• A Customer Champion: Able to address each individual customer’s needs with empathy & patience while following company procedures.
• Solution Drive: Able to find a solution for, or to deal proactively with customer concerns or issues that may arise.
• A Multitasker: Able to handle multiple projects and tasks in a fast-paced environment.
• Detail Oriented: Listen attentively & document details of the interaction.
• Communicative: Able to communicate information via writing and spoken word clearly and concisely

Qualifications

• Effective, consistent, and constant communication with customers, vendors, co-workers, and others is required. 
• Proven track record in customer service.
• IT competent; good typist and proficient with phone systems.
• Highly organized with exceptional follow-through abilities.
• Strong verbal and written communications.
• Ability to build trust and demonstrate empathy.
• Personality that blends well with a fast-paced, goal-driven environment.
• Competitive individual contributor who also loves to win as a team. 
• Highly motivated, flexible and great attitude on life.