Customer Experience Specialist - Pre & Post Install

Socket.dev; Clovis (CA); On-site; USD 39,000 - 50,000; Full time

Benefits offered by this job

Health coverage (medical, dental, and,

Job summary

Empower Home Services in California seeks a Customer Experience Coordinator I to manage pre-installation and post-installation inquiries. You will resolve questions on first contact and escalate issues when needed, ensuring a smooth customer journey and proactive communication.

The role emphasizes building a positive experience, supporting CSAT and FCR goals, and collaborating with Sales and other teams. A high school degree and 1–2 years in customer service are expected, with benefits for

Qualifications

• High School Degree; 1-2 years related experience in Customer Service.
• Ability to make sound, independent judgments.
• Capacity to expand knowledge of software capabilities.
• Initiate, plan, and complete assignments independently.
• Work well both independently and in a team.
• Handle interruptions while managing multiple priorities and deadlines.
• Proactively seek ways to improve existing methodologies.

Responsibilities

• Serve as the primary point of contact for customers by handling inbound and outbound pre-installation and post-installation inquiries.
• Provide timely, accurate, and professional support during the first interaction whenever possible.
• Deliver a positive customer experience through proactive communication and follow-up.
• Identify issues needing escalation and document context for the escalation process.
• Escalate complex concerns to the appropriate level while maintaining clear communication with the customer.
• Follow established customer communication standards and maintain accurate records of interactions.
• Support improvements in CSAT, FCR, response times, and call abandonment metrics.
• Collaborate with Sales and other departments to provide timely information and support.

Skills

Customer Service

Communication

Independent Working

Team Player

Problem Solving

Education

High School Degree

Job description

Empower Home Services in California seeks a Customer Experience Coordinator I to manage pre-installation and post-installation inquiries. You will resolve questions on first contact and escalate issues when needed, ensuring a smooth customer journey and proactive communication.

The role emphasizes building a positive experience, supporting CSAT and FCR goals, and collaborating with Sales and other teams. A high school degree and 1–2 years in customer service are expected, with benefits for