Job Title: Customer Experience Representative

Reports To: Customer Experience Supervisor 

FLSA Status: Non-Exempt

Position Type and Expected Hours of Work: Full time, Saturdays and overtime as needed

Position Summary:

The Customer Experience Representative consistently exceeds client expectations by providing exceptional customer service in a collaborative, fast-paced, dynamic, and professional sales environment to distinguish LBA HVAC & Plumbing in a highly competitive market.

Essential Functions:

• Manage inbound customer calls, email, chat and text in a timely manner and within department guidelines for answer time. Keep calls and hold times to Customer Experience Team standards. Transfer calls internally to the appropriate party.
• Follow call scripts when handling different topics. Deliver call scripts with an authentic cadence - being clear, compelling and personable. 
• Schedule both inbound / outbound calls to result in daily goals of 3 Day Call Board being met for the department.
• Develop, establish, and retain client relationships with LBA’s customer base to ensure LBA's clients receive the highest standard of customer service.
• Maintain and update LBA’S internal customer database with complete and accurate information for each account .
• Act as a client advocate and utilize appropriate internal resources when needed to resolve client escalations. Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems.
• Follow up promptly and completely on all customer requests for information.
• Maintain knowledge of new and existing products and services by participating in training. 
• Proactive selling of P3 memberships to the LBA customer to meet or exceed a monthly goal of 45 New P3 memberships. 

Competencies: 

• Excellent verbal and written communication skills; and strong conflict management skills
• Detail oriented and highly organized with the ability to handle multiple tasks and assignments
• Customer focus and adaptability to different personality types
• Knowledge of and proficiency in common office applications such as G-Suite, general software navigation, and operating a computer 

Position Requirements:

• High school diploma or equivalent required
• Previous experience in a customer support role
• Relevant industry knowledge preferred

Physical Demands: Prolonged periods sitting at a desk and working on a computer.

Direct Reports: None

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

LBA Air Conditioning, Heating, and Plumbing provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

By signing below, I acknowledge that I understand and agree to perform the duties described herein to the best of my ability, with or without accommodation, with honesty and integrity.

Employee Signature:___________________________________________ Date: ___________

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