Customer Engagement Specialist

## Overview ### Who We Are We have hard-working teams dedicated to our company's continued success, and we reward employees for their contributions. We prioritize our people and welcome you into the family through ongoing training, career development, comprehensive benefits, and a matching 401(k). With opportunities for growth and performance-based incentives, your effort and commitment directly impact your success. ## What's It Like to Work Here We're fun, ambitious, innovative, and driven by exceptional customer experiences. We believe our employees are the foundation of our success, and we invest heavily in both personal and professional growth. Our culture is built around teamwork, accountability, and helping our customers and team members succeed. ## Who You Are You are a relationship builder who genuinely enjoys connecting with customers and creating exceptional experiences. You have strong communication skills, a customer-first mindset, and a talent for turning conversations into long-term relationships. You thrive on proactive outreach and follow-up, helping customers stay engaged with our services while ensuring they receive the highest level of care. You're organized, persuasive, and motivated by helping customers make informed decisions that benefit their homes and families. ## Essential Job Functions - Conduct estimate follow-up calls to help customers understand recommendations and schedule approved work. - Perform customer satisfaction and quality assurance follow-up calls after completed service visits. - Maintain and manage customer membership programs, including renewals and ongoing engagement. - Proactively contact customers regarding maintenance visits, membership benefits, promotions, and service opportunities. - Foster a strong customer community by building lasting relationships and creating positive customer experiences. - Support strategic customer engagement initiatives designed to increase retention, loyalty, and customer lifetime value. - Identify customer needs and communicate appropriate service offerings and solutions. - Maintain accurate customer information and activity records within company software systems. - Collaborate with technicians, dispatch, and management teams to ensure a seamless customer experience. - Meet established outreach, retention, membership renewal, and customer engagement goals. ## Essential Job Requirements To perform this job successfully, an individual must be able to adequately perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ## Required Qualifications - High School Diploma or GED equivalent. - 3-4 years of customer service, customer engagement, call center, customer success, or related experience. - Experience handling both inbound and outbound customer communications. - Strong communication, active listening, and relationship-building skills. - Comfortable discussing services, memberships, and service recommendations with customers. - Ability to exercise good judgment and make sound decisions independently. - Strong organizational skills with the ability to manage multiple priorities. - Customer-focused mindset with a passion for delivering exceptional service. - Basic computer proficiency and ability to learn new software systems. - Reliable and punctual attendance. - Fluent ability to speak, read, and write English. ## Preferred Qualifications - Previous Service Titan experience. - HVAC, Plumbing, Electrical, or home services industry experience. - Experience with membership retention or customer loyalty programs. - Sales, customer success, or account management experience. ## Compensation & Hours - Pay: $24.00 - $28.00 per hour - Schedule: Monday – Friday - Hours: 8:00 AM – 5:00 PM - Location: In Office ## Benefits - Medical, Prescription, Dental, and Vision Insurance - Di…