Customer Experience Coach

RYNO Strategic Solutions; Phoenix (AZ); Remote; USD 55,000 - 65,000; Full time

Job summary

RYNO Strategic Solutions is seeking a Customer Experience Coach to enhance the skills of Customer Service Representatives in the Home Service Industry. The ideal candidate will have a strong background in coaching, assisting CSRs in improving their communication and sales skills, while also being passionate about development. This full-time role offers a competitive salary and a range of impressive benefits, promoting a remote-first culture.

Benefits

Remote-first culture

Performance-based bonuses

Medical, Dental, Vision, and Life Insurance

401(k) matching

6 weeks paid parental leave

$2,000 annual tuition reimbursement

Wellness stipend

Monthly data stipend

Paid vacation and sick time off

10 paid holidays

Paid days for a Cause

Paid birthday holiday

Employee Assistance Program

Leadership and career advancement opportunities

Anniversary rewards

IDEA Committee

Qualifications

• 3+ years of experience in a training or coaching role.
• Experience in public speaking and facilitating workshops.
• Basic Home Service industry knowledge preferred.

Responsibilities

• Work one-on-one with CSRs to improve communication, objection handling, and sales skills.
• Monitor and report on team performance metrics.
• Develop and implement training programs for CSRs.

Skills

Communication

Coaching

Interpersonal Skills

Analytical Skills

Problem-Solving

Education

Training in coaching methodologies

Tools

CRM systems

Job description

RYNO Strategic Solutions is an innovative, full-service digital marketing company with 350+ RYNOs offering exceptional internet marketing services since 2008. We stay ahead of our competition with top-notch proprietary strategies, tracking, and reporting. Due to our total transparency, our customers always know exactly what they receive through their marketing efforts with us. We are dedicated to helping Home Service companies find their customers online by utilizing the most cost-effective desktop and mobile strategies.

Our Mission

Connecting people to local businesses that improve the quality of their lives.

Our Values

• We prioritize INTEGRITY and transparency in every interaction, building trust and delivering lasting value.
• We aim for EXCELLENCE in everything we do, ensuring exceptional outcomes for clients and continuous growth for our team.
• We take ACCOUNTABILITY for our successes and failures, fostering a culture of trust and collaboration to deliver impactful results.
• We think differently, pursue INNOVATION relentlessly, and embrace every challenge as an opportunity for growth.
• OBJECTIVITY drives our decision-making because data-backed solutions plus industry expertise wins every time.

Summary of Position

RYNO Strategic Solutions is seeking a highly motivated and experienced Customer Experience Coach to join our team!

The successful candidate will be responsible for working one-on-one with Customer Service Representatives (CSRs) in the Home Service Industry to improve their communication skills, overcome objections, and book more service calls. As a coach, you will provide guidance and support to help our CSRs deliver outstanding customer experiences that exceed expectations. The ideal candidate is passionate about helping others develop their skills and achieve their goals. They will have excellent communication skills in developing relationships with Customer Service Representatives, managers, and company owners.

Position Responsibilities

• Work with CSRs one-on-one to develop and improve their communication, objection handling, and sales skills
• Provide feedback on calls and identify areas for improvement
• Perform routine call reviews to track the implementation of learned tools
• Develop and implement training programs to help CSRs improve their performance
• Monitor and report on CSR and team performance metrics, identifying trends and opportunities for improvement
• Collaborate with management and other stakeholders to ensure that training and coaching align with business goals and objectives
• Keep up-to-date with industry trends and best practices, sharing your knowledge and expertise with the team
• Other tasks as assigned by management

Requirements

• 3+ years of dedicated experience in a training or coaching role, preferably in the Customer Service industry
• 1-2 years of in-room facilitation training for adults in a for-profit organization setting
• 1-2 years of public speaking experience preferred, e.g., facilitating in-person workshops, facilitating client meetings, or moderating webinars
• Potential for up to 25% travel after proven performance, e.g., running presentations and interactions with CSRs and business owners. The decision to offer travel opportunities will be made individually, based on each employee's proven capabilities. This is a potential perk for those who excel in their roles.
• Training and certification in coaching methodologies preferred
• Knowledge and understanding of adult learning methodologies
• Basic Home Service Industry experience with knowledge of service delivery and scheduling processes preferred
• Familiarity with CRM systems and call center technologies preferred
• Superior communication and interpersonal skills, with the ability to build rapport, develop relationships, and inspire team members to achieve goals and exceed expectations
• High proficiency in analyzing and identifying data and trends
• High level of ability to work independently with strong time management, problem-solving, and conflict-resolution skills
• Core business hours span from 7:00 AM to 6:30 PM in each employee’s local time zone. The role requires a 40-hour, full-time commitment.
• Applicants within the Mountain and Pacific time zones preferred

The total compensation for this salaried, non-exempt opportunity includes a base salary of $55,000 to $65,000, the potential for bonuses, plus benefits. This is our target compensation range and is subject to multiple factors, including role, level, experience, and location. This role is eligible for a quarterly performance-based bonus. Bonus eligibility is based on performance metrics and company results.As you go through our interview process, your recruiter will work with you to identify a competitive base salary within the proposed range.

RYNO is proud to offer a variety of benefits to support employees and their families, including:

• Remote-first culture with flexible work options
• Performance based bonuses to reward excellence
• Medical, Dental, Vision, and Life Insurance
• 401(k) matching to help you plan for your future
• 6 weeks of paid parental leave for new parents
• $2,000 annual tuition reimbursement for continued education
• Wellness stipend to support your health and fitness
• Monthly data stipend to support your remote work environment
• Paid vacation and sick time off for work-life balance
• 10 paid holidays to enjoy throughout the year
• Paid days for a Cause to give back to your community
• Paid birthday holiday to celebrate your special day
• Comprehensive Employee Assistance Program for personal support
• Leadership and career advancement opportunities
• Anniversary rewards to celebrate milestones
• Inclusion, Diversity, Equity & Access (IDEA) Committee
• Awesome team merch!

About RYNO Strategic Solutions

RYNO Strategic Solutions (RYNO) and Blue Corona, two leading digital marketing agencies specializing in the home services industry, merged into one company in September 2024. This strategic union combines nearly 30 years of expertise from both companies, unified under the RYNO Strategic Solutions brand creating an unrivaled market leader. With nearly 30 years of combined experience and data-driven insights in home services marketing, the newly unified RYNO Strategic Solutions offers unmatched expertise, and a robust portfolio of services designed to help home service contractors create, capture, and convert more leads from their digital marketing investments.

This job description is intended to describe the general nature and level of work being performed by people assigned to this position. It is not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.