Offer summary

Qualifications:

Excellent English communication skills with a clear, friendly phone manner., Previous experience in customer service or call center environment., Proficiency with CRM systems and basic computer skills., Strong time management and organizational skills..

Key responsabilities:

Respond to new customer inquiries within 1-2 minutes through various channels.

Make warm welcome calls to confirm scheduled appointments.

Manage appointment scheduling and calendar coordination.

Track and report on key performance metrics.

Job description

This is a remote position.

Role Name: Customer Experience & Lead Response Specialist

Schedule: 40 hours/week, 9am to 6pm M-F
Client Timezone: Mountain Time (Arizona)

Client Overview

Join a rapidly expanding pool service company that's transforming the industry in the Southwest United States. This established business is embarking on an ambitious growth journey, with plans to scale from 50 to 1,000 customers through innovative marketing and superior customer service. Backed by experienced leadership with a proven track record of business success, this company is positioning itself as a premium service provider in a thriving market with significant private equity interest.

Job Description

As our Customer Experience & Lead Response Specialist, you'll be the vital first point of contact for new customers, playing a crucial role in our aggressive growth strategy. This position combines rapid lead response, customer service excellence, and administrative support in a dynamic, fast-paced environment. You'll leverage modern technology including CRM systems to ensure exceptional customer experiences while maintaining industry-leading response times. This role offers performance bonuses, career growth potential, and the opportunity to be part of a business transformation story. As we scale, top performers will have opportunities to grow into team leadership positions.

Responsibilities

Respond to new customer inquiries within 1-2 minutes through various channels
Make warm welcome calls to confirm scheduled appointments
Follow up with potential customers who haven't completed their booking process
Execute our customer nurturing campaign through calls, emails, and text messages
Manage appointment scheduling and calendar coordination
Provide friendly, professional responses to customer questions using established guidelines
Monitor and manage leads through our CRM system (Go High Level)
Support social media presence and engagement
Handle various administrative tasks during quiet periods
Maintain detailed records of all customer interactions
Track and report on key performance metrics

Requirements

Excellent English communication skills with a clear, friendly phone manner
Previous experience in customer service or call center environment
Proven ability to maintain focus and attention to detail in a remote work setting
Proficiency with CRM systems and basic computer skills
Reliable high-speed internet connection
Quiet, professional work environment
Strong time management and organizational skills
Ability to work independently while maintaining high engagement
Experience with social media platforms
Comfort with performance metrics and goal-based work
Ability to adapt to new technology and processes