Customer Experience Specialist

We are committed to delivering top-notch service and ensuring our customers feel heard, helped, and valued. Our team is built on strong values and a dedication to helping others. We are looking for a
motivated and proactive individual to join our team as a Customer Experience Specialist.

Job Description:

As a Customer Champion at Lakeside Heating and Air you will be the point of contact for our customers.

Your role is crucial in ensuring customer satisfaction and maintaining our reputation for excellent service. You will handle high call volumes, aiming to resolve any issues with a one-call resolution. Additionally, you will be responsible for scheduling appointments with our technicians, ensuring
timely and efficient service. Your proactive approach will also involve reaching out to customers during low call volumes to ensure their needs are met and to offer additional services.

Key Responsibilities:

• Answer incoming calls promptly and professionally.

• Handle high call volumes efficiently while maintaining a positive attitude.

• Listen actively to customers, ensure they feel heard and understood.

• Resolve customer inquiries and issues efficiently with a one-call resolution approach.

• Schedule appointments with technicians.

• Proactively reach out to customers during low call volumes to offer assistance and promote services.

• Maintain detailed and accurate records of customer interactions.

• Collaborate with team members and other departments to ensure customer needs are met. Continuously seek ways to improve customer satisfaction and service efficiency.

Qualifications:

• High school diploma or equivalent required; some college or technical training preferred

• Previous customer service experience, preferably in HVAC, plumbing, or electrical services.

• Strong communication and interpersonal skills.

• Ability to handle high call volumes and remain calm under pressure.

• Self-motivated with a proactive approach to customer service.

• Strong problem-solving skills and the ability to think on your feet.

• Excellent organizational skills and attention to detail.

• Proficient with computers and customer service software.