Start-Up Customer Experience Agent in Orlando, Florida at Del-Air Heating & Air Con

About the Role:

As a Start-Up Customer Experience Agent, you will play a pivotal role in shaping and enhancing the customer journey for a dynamic Service Department in a Residential New Construction business in Central Florida. Your primary objective will be to deliver exceptional support and build strong relationships with customers by understanding their needs and providing timely, effective solutions. You will act as the voice of the customer within the company, collaborating closely with Service Warranty, Production and Operations teams to drive continuous improvement. This role requires adaptability and a proactive mindset to thrive in a fast-paced environment where processes and products are evolving rapidly. Ultimately, your efforts will contribute directly to customer satisfaction, retention, and the overall success of the business.

Minimum Qualifications:

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Proven experience in a customer service or customer support role, preferably in a service environment.
• Strong written and verbal communication skills in English.
• Ability to manage multiple customer interactions efficiently and maintain composure under pressure.
• Basic proficiency with customer relationship management (CRM) software and common office productivity tools.

Preferred Qualifications:

• Experience working in a service or trade(s) business.
• Additional language skills beyond English.
• Knowledge of customer experience metrics and analytics tools.
• Training or certification in customer service or support methodologies.

Responsibilities:

• Respond promptly and professionally to customer inquiries via multiple channels including email, chat, and phone.
• Resolve customer issues by identifying problems, troubleshooting, and providing clear, actionable solutions.
• Document customer interactions and feedback accurately and consistently.
• Collaborate with cross-functional teams to escalate and resolve issues and to communicate customer insights.
• Assist in developing and maintaining customer support resources such as FAQs, guides, and tutorials.
• Monitor customer satisfaction metrics and suggest improvements to enhance the overall customer experience.
• Participate in training sessions to stay updated on product features, company policies, and customer service best practices.

Skills:

The required skills such as effective communication and problem-solving are essential for understanding customer needs and delivering clear, empathetic responses that resolve issues efficiently. Proficiency with CRM software enables you to track and manage customer interactions systematically, ensuring no inquiry is overlooked. Time management and multitasking skills help you handle a high volume of requests while maintaining quality service.