Customer Experience Specialist

If you love helping people and you want to build a rewarding career doing what you love every day, John Betlem Heating, Cooling, Electrical, and Insulation is the place for you. We have an immediate opening for a Customer Experience Specialist When our customers call because they need help with their heating, air conditioning, electrical service, or insulation, you'll be the one to talk to them, assess their needs, calm their nerves if necessary, and get them started on a solution. You'll work with our talented, dedicated office staff and technicians to solve our customers' problems and make them comfortable in their homes. And you'll play a critical role in our commitment to achieve 100% customer satisfaction. Every time.

What's in it for you?

You'll gain vital customer relations skills and experience. And that's important to your future in any job, any business. Once you're working for John Betlem, you'll learn our company and our industry from the ground up. And you'll have opportunities to move up. We firmly believe in rewarding our best employees and promoting from within. And you'll get great benefits, including:

• $20-$22 (hourly + bonus!)
• Paid Holidays
• Paid Sick Time & Vacation
• Incentive Bonuses
• Medical Insurance
• Dental Insurance
• Vision Insurance
• 50K Life Insurance Policy free
• Parental Leave (including Paternity)
• 401(k) matching
• A team that’s more like family

Shift: 4 weekdays 9:00 am - 6:00 pm, and 1 Saturday from 7:30 am - 4:30 pm

Job Duties:

• Answer inbound customer calls in a fast-paced environment
• Empathize & understand customers’ urgent plumbing, HVAC, and electrical problems
• Book the customer’s appointment in CRM
• Answer customer questions and provide basic service information
• Make outbound calls to schedule service calls
• Sell and renew memberships
• Follow scripting to provide consistent experience for clients
• Cross-promote various trade services to customers
• Communicate with customers via chat or email
• Complete any responsibilities assigned by manager
• Participate in administrative tasks, communication, and coordination with internal departments
• Be prepared to complete other duties that are delegated on an as needed basis.

Requirements:

• You’re an upbeat, self-motivated person who loves helping people get the support they need
• Previous experience in HVAC, plumbing, electrical services, or construction a plus
• Excellent communication skills, both verbal and written
• Ability to multitask in a fast-paced environment
• Exceptional customer service and phone skills
• Strong attention to detail with problem-solving capabilities
• Strong listening and sales skills
• Ability to achieve target goal
• Proficiency in Microsoft Office and CRM software
• Proficient at typing & comfortable with computers
• Most importantly, you must truly understand what it means to be a professional - to be reliable, take ownership over your role and responsibilities, and be someone the team can count on

Come see for yourself why we've been voted one of the Top Places to Work and one of the Top 100 Growing Companies in Rochester, NY. And why we were a runner-up for the ETHIE Award from the Rochester Area Business Ethics Foundation.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.