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Customer Experience Representative
Carpet Tech - Lubbock, TX
posted 2 months ago
About the position
Carpet Tech is seeking a Customer Experience Representative who excels in connecting with customers and enhancing their experience. This role is pivotal in ensuring customer satisfaction by effectively communicating and addressing their needs, while also coordinating with service technicians. The ideal candidate will embody the company's commitment to exceptional service and will be the first point of contact for customers, making their role crucial in the booking process and overall customer journey.
Responsibilities
- Handle a high volume of incoming phone calls, text messages, and online inquiries
- Welcome guests, visitors, and customers with a friendly attitude in our lobby
- Identify sales opportunities by understanding customers' needs
- Provide accurate information and explain the features of our products and services
- Keep up to date with competing products and services in the industry
- Help customers find additional products and services they might need
- Schedule appointments and follow up on pending estimates
- Confirm appointments for the following day and ensure customers are prepared
- Meet and exceed personal and team sales targets while managing call volumes
- Build strong relationships with customers through open and interactive communication
- Handle customer complaints with empathy and find solutions within set time limits
Requirements
- High School diploma or equivalent
- Preferred: 2+ years of customer service experience
- Excellent phone skills and active listening abilities
- Familiarity with CRM systems and best practices
- Customer-focused with the ability to adapt to different personalities
- Strong communication skills, both written and verbal
- Ability to multitask, prioritize, and manage time effectively
- Alignment with our company culture and values
- Accountability and integrity in all interactions
- Ability to stay positive and focused in stressful situations
- Results-driven and able to work well in a team environment
Benefits
- Competitive starting pay, with potential for annual earnings up to $40-$45k based on hourly rate + commission
- Full-time employment with opportunities for growth
- Comprehensive training and leadership development programs
- Fast-paced, team-oriented work environment
- Comprehensive benefits package, including medical, dental, vision, and life insurance
- 401(k) Retirement Plan with company match
- Paid time off
- Access to company gym and employee discounts
- Paid Vacation and Holidays
