CX Specialist

CX Specialist (GLOBAL CONTRACT)

Description

The Customer Experience Specialist is an imperative part of the Better Earth team. The Customer Experience Specialist is an enthusiastic and charismatic individual dedicated to enhancing the customer and team experience. The Customer Experience Specialist will communicate professionally with all clients, Operations Managers, Field Operations teams and sales representatives; they are the public liaison between Better Earth corporate and clients. The ideal candidate is someone whose expertise results in excellent customer and team management and a positive brand image.

Responsibilities:

• Aligning customer experience strategies with marketing initiatives
• Identifying customer needs and taking proactive steps to maintain a positive experience
• Respond to customer and team queries in a professional and effective manner via phone and email
• Documenting and updating technical issues, as well as customer feedback
• Contact customers regarding scheduled appointments
• Manage scheduling for Install teams through CRM & Google Calendar
• Maintain clear communication with managers and technicians in the field
• Professionally answer phone inquiries for any scheduling related issues
• Resolve issues for Better Earth and help to promote savings and efficiency for the company
• Audit technician schedules, communicate changes effectively
• Optimize technician productivity through active schedule monitoring and coordination with local technician leadership
• Coordinate technician movement with local operation managers

Necessary Skills & Experience:

• Previous customer service experience
• MUST HAVE previous solar experience
• Ability to meet deadlines as well as set and hold others to deadlines
• Organizational skills & able to prioritize with a sense of urgency
• Ability to communicate effectively both verbally and in writing
• Ability to work effectively with other departments and within own department
• Scheduling CRM knowledge a plus
• Ability to build sustainable relationships and trust with customer accounts through interactive communication
• Handle a diverse set of customer comments, inquiries and complaints in a polite and professional manner

Hourly - Non Exempt

Job Type: Full-time

Shift Options:

• Monday - Friday | 8am - 5pm PST (must be able to work USA, PST schedule)

Compensation:

• $1,000 - $2,000/ month ($500-$1000/pay period paid bi-weekly)