Customer Experience Specialist

Description

Summary of Description:  

The Client Success Specialist is customer focused and is expected to maintain professionalism to the highest standard of customer care. The Client Success Specialist will be responsible for general administrative responsibilities and customer service calls. 

Essential Functions:  

• Provide friendly and timely customer service  
• Performs front desk, including triage of calls and switchboard 
• Sells products and services to customers, with support of Service and Repair teams 
• Creates invoices and takes payments using company software  
• Maintains accurate customer files 
• Track lead sources of all customers 
• Assist operational roles with customer contact and follow up  
• Creates and sends out quotes to customers 
• Take deposits for large repair jobs 
• Update expired autopay information in appropriate systems 
• Answers billing questions assists with collection calls/emails 
• Perform other duties as assigned 

Requirements

Education, Licensure and Experience Requirements:  

• High School Diploma/GED, or equivalent experience 
• At least 1-year experience in an office environment 
• Previous experience in a service industry, a plus 
• Experience working in a fast-paced and highly cross-functional organization 
• Familiarity with pool service language and equipment, a plus 
• Able to pass a pre-employment background check and drug test 

Competencies/Skills:  

• Ability to work independently and to plan, organize and schedule work 
• Ability to quickly learn new software and mobile applications to communicate with team members 
• Maintain positive and cooperative working relationships with customers, supervisor, and team members 
• Attention to detail and strong customer service skills 
• Dependability, punctuality, and trustworthiness 
• Requires high tolerance for ambiguity, good judgment, strong work ethic and sense of urgency 
• Ability to deal with difficult situations in a professional manner 
• Ability to demonstrate initiative, leadership, and collaboration in a friendly and professional demeanor 
• Excellent organizational skills and attention to detail 
• Excellent written and verbal communication skills at all levels of the organization required with strong follow up and follow through 
• Must be able to manage multiple priorities, assimilating information with accuracy, and consistent attention to detail and follow through on commitments 
• Proficiency in Microsoft Office products 
• Physically, the position requires walking, standing, and sitting for long periods of time in an office environment