Customer Experience Specialist in Sanford, Florida at Mario Purchaser LLC

Location: Sanford, FL

This is a Full Time, Hourly position, working on-site at our Sanford office.

Schedule: 11:30am to 8:00pm with rotating Sundays 8am-5pm.

Pay: $17.00-$20.00 hourly plus bonuses

About American

Join a team that’s been trusted by homeowners since 1986! At American Air, Plumbing & Electric, we’re a value-driven company that believes in doing what’s right — providing honest, professional service and creating a workplace where our people can grow and succeed.

Why Join Us?

Competitive hourly pay + weekly payIncentive opportunitiesMedical, Dental, and Vision Insurance401(k) with Company MatchPaid Time Off (PTO) & Paid HolidaysCompany-Paid Life InsuranceShort-Term & Long-Term DisabilityEmployee Assistance Program (EAP)Opportunities for advancement in a company that promotes from within

ESSENTIAL JOB FUNCTIONS:

Successfully convert requests for service into booked appointments to meet individual and team KPI goals Correctly identify customer needs and overcome objections that may impede call booking Accurately collect and enter all necessary customer information into the service database Answers all calls with a sense of urgency while providing superior customer service at all times Communicate professionally and effectively with Dispatch and Service teams to ensure proper customer handling Follow-up with customers to ensure overall satisfaction with customer experience and service Effectively handles all other lead sources; such as web leads and answering service messages. Successfully performs opening and closing duties. Ensure safety best practices are followed in the field.Work cross functionally with dispatchers and other departments to ensure the customer is fully taken care of Responsible for the distribution of service window updates to all service teams. Capture and distribute customer concerns to the appropriate service team(s). Other duties as assigned.

What You’ll Do

Handle high-volume inbound calls with professionalism and accuracyConvert inbound inquiries into scheduled, revenue-generating service appointmentsMake outbound calls to schedule, confirm, and follow up on appointmentsResolve customer concerns while maintaining composure and professionalismEnter and manage data accurately within our CRM systemCollaborate with dispatch, technicians, and internal teams to avoid scheduling errorsConduct follow-up calls with customers to ensure satisfaction and explore additional service opportunitiesParticipate in training sessions and remain informed on service updates, offerings, and proceduresWhat we are looking for:

Sales experience is preferredPrevious high volume call center experience is prefferedHome service experience preferredService Titan experience is prefferedExcellent verbal and written communication skillsPositive, professional, and friendly demeanorStrong problem-solving and multitasking abilitiesSelf-motivated, organized, and team-orientedHigh school diploma or equivalent (Associate’s or higher a plus)

Pre-Employment Requirements

All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report (if applicable). These are conducted in compliance with applicable laws and regulations.

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE