Customer Experience Specialist (Resolution & QA)

All Pro Plumbing Heating and Air; Ontario (CA); Sur place; USD 36 000 - 41 000; Plein temps

Avantages offerts par ce poste

Top-tier benefits

Competitive pay

Medical, dental & vision insurance

Generous PTO & paid holidays

401(k) & IRA options

Résumé du poste

Apex Service Partners' All Pro Plumbing Heating and Air division is seeking a Customer Experience Specialist to resolve customer concerns and drive service quality across the organization. You will investigate issues, document interactions, and elevate complex cases to improve overall satisfaction.

The role requires strong communication, problem solving, and analytical skills with a track record in customer service or experience.

Qualifications

• Experience in customer service, complaint resolution, quality assurance, or customer experience.
• Strong communication, problem-solving, and analytical skills.
• Experience in the home services industry (HVAC, Plumbing, Electrical) preferred.
• Ability to work cross-functionally in a fast-paced environment.
• Customer-focused mindset with a passion for continuous improvement.

Responsabilités

• Manage customer complaints received through phone, email, online reviews, social media, and field teams.
• Investigate concerns, identify root causes, and provide timely resolutions.
• Document customer interactions and elevate complex issues when needed.
• Monitor calls, emails, chats, and customer interactions for quality and compliance.
• Evaluate performance using QA scorecards and company standards.
• Provide coaching and feedback to improve customer service and communication.
• Analyze customer feedback and complaint trends to drive process improvements.
• Monitor online reviews and partner with leadership to improve ratings and customer satisfaction.
• Support initiatives that enhance the customer journey and reduce friction.
• Track complaint resolution, CSAT, QA scores, and escalation trends.
• Prepare reports and provide actionable recommendations to leadership.
• Measure effectiveness of coaching and process improvement efforts.

Connaissances

Customer service experience

Problem solving

Analytical skills

Quality assurance

Cross-functional collaboration

Home services experience

Communication skills

Description du poste

Apex Service Partners' All Pro Plumbing Heating and Air division is seeking a Customer Experience Specialist to resolve customer concerns and drive service quality across the organization. You will investigate issues, document interactions, and elevate complex cases to improve overall satisfaction.

The role requires strong communication, problem solving, and analytical skills with a track record in customer service or experience.