Job Overview
TruBlue Home Service Ally is seeking a dedicated and detail-oriented Customer Experience Administrator (CEA) to manage all customer interactions and ensure exceptional service standards. As the primary point of contact, you will assist customers from their first interaction through job completion, enhancing customer satisfaction and driving repeat business. You will report directly to the President of TruBlue Houston and coordinate the scheduling of new clients, service calls, warranties, and installations.
Job Title: Customer Experience Administrator
Location: Remote, United States
Salary: $12.00 – $14.00 per hour
Key Responsibilities
- Customer Communication: Accept inbound calls, return messages within 24 hours, and maintain positive customer interactions.
- Proposal Management: Prepare, approve, and send job proposals; follow up for scheduling after deposit is received.
- Scheduling: Manage the daily schedule of Home Techs and arrange home visits for complex proposals.
- Job Updates: Communicate job updates with customers and ensure smooth progress.
- Social Media & Website: Update platforms with customer referrals and job photos.
- Post-Job Follow-Up: Call back completed jobs for service updates and referrals.
- Job Closure: Close out jobs in operational/accounting systems and send automated invoices.
- Team Coordination: Maintain close communication with the Owner General Manager, Service Techs, and customers to ensure service excellence.
Qualifications
- Customer Service: Proven telephone customer service experience with a pleasant speaking voice.
- Tech Requirements: Home computer with a microphone headset and high-speed internet access.
- Background Check: Ability to pass a background check.
- People Skills: Enjoy working with the public and consistently exceed expectations.
Main Objectives
- Positive Impressions: Ensure customers feel supported and valued.
- Responsive Communication: Live answer phones and respond to emails and voicemails promptly throughout your shift.
- Data Management: Log all data into the Lead Tracker Database and schedules on HouseCallPro and/or Workiz.