Customer Experience Specialist

Position Summary:

Our outbound Call Center Representatives are responsible for speaking with potential customers regarding their product needs and scheduling the customer for an in-home sales consultation.

Essential Duties and Responsibilities:

• Initiate outbound calls for customers leads generated from the canvassing team.
• Review information provided by customer to confirm accuracy, determine availability for in-home sales consultation.
• Overcome objections from potential customer regarding scheduling, cost, etc. to schedule sales consultation as soon as possible.
• De-escalate the call where appropriate and provide solutions that leave the customer satisfied with the resolution
• Exceed customer service expectations by providing an outstanding experience to every potential customer
• Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality
• Promote teamwork through consistency, reliability and group cohesiveness
• Must hold a valid driver's license.
• Performs other duties as assigned by supervisor.

Experience and Minimum Qualifications:

• High School Diploma or equivalent.
• Must possess effective verbal and written communication skills and other web-based programs
• Must possess multi-tasking proficiency in ability to type while speaking to customers
• Ability to work independently as well as in a team environment
• Must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns
• Ability to adapt to new situations and learn quickly
• High level of flexibility in a constantly changing environment
• Ability to make decisions quickly by balancing company guidelines and customer needs
• High degree of dependability, motivation and flexibility
• Proficiency using Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, and/or Access).
• Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Preferred Knowledge, Skills, Abilities or Certifications:

• Previous experience in a dynamic call center or customer service role
• Home Improvement knowledge and or experience

Travel Requirements:

• No travel required.

Overtime/Additional Hours Requirements:

• May be requested to work overtime on evenings and weekends dependent on business need.

Physical Requirements

• Normal Office Environment
• Indoor work in a climate-controlled environment.
• Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.