Remote Customer Experience Agent

Remote Customer Experience Agent

HireLATAM is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.

This full-time, 100% Work From Home position as a Remote Customer Experience Agent is open to candidates located in Latin America. The schedule is 40 hours per week, 5 workdays total, with times based on Eastern Standard Time (EST).

Schedule 1:Monday: 10am-6pmTuesday: OffWednesday: 10am-6pmThursday: 10am-6pmFriday: OffSaturday: 8am-4pm

Schedule 2:Monday: OffTuesday: OffWednesday: 10am-6pmThursday: 10am-6pmFriday: 10am-6pmSaturday: 4pm-10pm + OvernightSunday: 4pm-10pm + Overnight

*Overnight shifts are paid on a per call rate. Schedules are flexible as business needs arise.

The monthly salary for this role is $1,560 USD.

About Our Client

For three decades, our client has delivered the highest quality, efficiency, and reliability in plumbing, HVAC, and electrical home services. They take immense pride in their exceptional customer experience team and loyal customer base. A commitment to the highest level of service and teamwork fuels their continuous growth, ensuring unparalleled support for their customers around the clock.

Job Overview

The role of a Remote Customer Experience Agent is to ensure a consistent, smooth customer experience across all touchpoints and at every stage of their journey with our client. This involves engaging with customers to build strong relationships and address their needs effectively.

Responsibilities

• Provide exceptional customer service across all interactions, accommodating needs and building strong relationships with new and existing customers.
• Manage phone communications efficiently, answering within two rings, using proper verbiage and scripts, handling multiple calls during peak hours, and setting clear service call expectations.
• Achieve and exceed individual and team goals for SPP sign-ups, call conversion, and overall sales metrics.
• Maintain accurate customer data in Service Titan, add new customers, and utilize lead sources effectively to increase bookings and revenue.
• Support departmental operations by assisting service coordinators, dispatchers, and supervisors with daily/weekly sales and KPI goals.
• Act as a secondary lead for CX email, responding to emails, voicemails, and chats.
• Uphold professional conduct in the workplace, demonstrating a positive attitude, taking initiative, and collaborating effectively with team members.
• Ensure operational excellence by adhering to all policies and procedures, maintaining leads in the tracker, and completing daily administrative tasks like preparing service packets.
• Continuously improve performance by being receptive to constructive criticism and adapting to business needs and priority tasks.
• Provide weekend phone coverage as needed and properly screen/transfer calls to other departments.

Qualifications, Skills, and Key Competencies

• Customer-Centric: Consistently prioritizes customer service in all daily responsibilities.
• Empathetic: Has a proven ability to show empathy towards others.
• Communicator: Possesses strong verbal and written communication skills.
• Adaptable: Thrives in a fast-paced, goal-driven environment and can effectively pivot daily duties and priorities based on business operational needs.
• Collaborative: Works effectively as part of a team.
• Goal-Oriented: Driven to achieve defined objectives.

Key Performance Indicators (KPIs)

• Call Handling & Data Capture: Demonstrates the ability to answer phone calls promptly while capturing accurate information.
• Verbiage Adherence: Utilizes proper company-standard verbiage.
• Efficient Booking: Effectively uses Service Titan to book calls in a timely manner.
• Conversion Rate Contribution: Supports the team in upholding an 80%+ overall conversion rate.
• Departmental KPI Achievement: Helps achieve and monitor specific departmental KPI goals, including Premium Plans sold and inbound calling conversion rates.
• Platform Proficiency: Capable of utilizing all lead sources and platforms.
• Membership Sales: Demonstrates the ability to sell memberships over the phone when appropriate.

Expectations

• Customer Experience Excellence: Consistently deliver exceptional service, embodying the CXR mission statement, building strong customer relationships, and ensuring gratitude and thorough communication on every call.
• Performance & Goals: Consistently meet individual goals for SPP sign-ups, call conversion, and inbound/outbound rates, demonstrating awareness of daily, weekly, and monthly booking/sales targets.
• Product & System Knowledge: Be fully knowledgeable about Premium Plans, Service Titan, and all lead sources, and accurately add new customer information.
• Effective Communication: Utilize appropriate phone skills, adhere to call scripts, set clear service expectations, and support AORs as assigned.

Key skills/competency

• Customer Service
• Phone Communications
• Sales Goals
• Data Entry
• Service Titan
• CRM Software
• Team Collaboration
• Problem-Solving
• Email Management
• Adaptability