Customer Engagement Specialist

Customer Engagement Specialist Neighborly is a network of home service brands that connects customers to vetted local experts. The Customer Engagement Specialist role focuses on driving engagement, resolving franchisee concerns, and optimizing call center performance. Key Responsibilities Develop and deliver impactful presentations on program benefits and performance insights to franchisees, brand representatives, and other stakeholders. Act as an advocate for franchise owners (FOs) and brands by investigating issues and providing recommended solutions to resolve concerns. Review and collaborate with telephony, CaN, and AI teams to ensure optimal outcomes and consider conversion and revenue impact. Set up internal tools and systems that balance business needs, budget, and available support to maintain efficiency and effectiveness. Gather and analyze data from call logs, customer feedback, and agent performance to identify trends and recommend improvements to optimize call center performance. Provide training and support to brand, support staff, and FOs on NCS systems, reporting, and related tools. Monitor systems proactively to identify and address potential issues before they disrupt operations. Represent NCS at conferences, meetings, and trade shows as part of the call center relations team. Work independently and prioritize assignments to maintain high‑quality output with minimal supervision. Required Qualifications 3-5 years of professional experience in customer service, contact center services, customer engagement, or account management with a proven track record of driving results and building strong client relationships. Demonstrated expertise in leveraging data‑driven insights to improve customer engagement strategies and operational efficiency. Experience working within franchise systems or multi‑location organizations is highly preferred. Intermediate to advanced proficiency in Microsoft Office Suite, including Word, Excel, Outlook, TEAMS, and PowerPoint. Strong foundational knowledge of business operations, IT systems, and customer engagement technologies, including CRMs and contact center tools. Prior experience mediating conflicts, resolving escalations, and delivering high‑impact solutions across diverse stakeholders. Education Bachelor’s degree required, preferably in business administration, communications, or a related field. Schedule & Location Hybrid – Irving or Waco, TX. Full‑time M‑F, 8AM to 5PM (local time zone). Benefits Equity and annual bonus opportunities. Paid time off, paid holidays, recess breaks, and wellness programs. #J-18808-Ljbffr Dwyer Franchising LLC