Customer Enrichment Specialist

WireNut; Colorado Springs (CO); On-site; USD 48,000 - 54,000; Full time

Benefits offered by this job

Work Vehicle

Provided Uniforms and WireNut gear

Company sponsored events

Quarterly banquets

Fun off-site events

Company contests, and more!

Job summary

WireNut Home Services is hiring a Customer Enrichment Specialist in Colorado Springs. You will handle live calls, emails, and texts to resolve customer concerns while maintaining a professional demeanor and accurate records.

The role reports to the customer care team and emphasizes reducing refunds and improving satisfaction. We offer a competitive pay package, a company vehicle, year-round work with no seasonal layoffs, comprehensive benefits, PTO, and a supportive growth-focused environment

Qualifications

• Excellent customer service and communication skills.
• Ability to handle difficult conversations professionally.
• Strong documentation and logging of concerns.
• Experience with email/text response and live calls.
• Maintain low refund percentage and accurate records.

Responsibilities

• Answer live customer calls and address concerns quickly.
• Return voicemails and document interactions promptly.
• Respond to emails and texts from CCRs in a timely manner.
• Address negative reviews and promote customer referrals.
• Log and track customer concerns on the system.
• Update Huddle board and booking rate; adapt to changing needs.

Skills

Customer service

Communication skills

Conflict resolution

Data entry

Tools

CRM system

Job description

Ready to be recognized and rewarded for your hard work?

At WireNut, our team members are the foundation of our success. Through our core values of family, care and grow, we enrich lives through trust in the trades. Leading us to make it a priority and show our appreciation every day. We offer industry-leading pay, a company vehicle you can take home, consistent year-round work with no seasonal layoffs, and a generous PTO and sick leave package. Join a company where your growth and career development truly matter.

WIRENUT INVESTS IN YOU!

Who we are

Established in 2004, WireNut Home Services is a family-owned residential company that provides Electrical, Plumbing, HVAC, and Drain Service throughout Colorado's Front Range. We have earned over 64,000 happy customer reviews and are the record holder of 10x Excellence in Customer Service Award from the BBB. Additionally, we are the recipients of the Gazette's Best Workplaces for 7 consecutive years and have enjoyed aggressive growth year-over-year.

What You’ll Do

As the Customer Enrichment Specialist is responsible for customer care, handling customer grievances and ensuring their concerns are addressed in a timely and satisfactory manner while maintaining a professional demeanor while handling difficult conversations.

Basic Requirements (Required Skills/ Experience):

• Answering live customer calls (Concerns) as they come in as quickly as possible
• Any voicemails answered immediately and documented
• Respond to Email and text concerns from CCR's in a timely fashion
• Respond to negative BBB/Facebook/Google/Next-door/Yelp complaints and reviews
• Respond to positive reviews (ask for customer referrals)
• Track and log concerns
• Less than 2% of revenue refunded
• Membership cancels and refunds handled daily
• Update Huddle board (CCR's) & update booking rate
• Adaptability to constantly changing business needs and additional responsibilities

Compensation: $24.50 plus bonus off of refund percentage

Compensation based on performance measured in metrics on monthly scorecards

Benefits:

• Competitive Compensation – Paid Weekly
• Comprehensive Medical, Dental, and Vision Insurance
• PTO AND Sick time package
• 401(k) Plans
• Paid Holidays (Office Closed)
• Life Insurance
• Legal Shield
• Disability

Perks:

• Work Vehicle
• Provided Uniforms and WireNut gear!
• Company sponsored events
• Quarterly banquets
• Fun off-site events
• Company contests, and more!

Job Type: Full-Time