Customer Experience Coordinator

Customer Service Representative

Southern Home Services is a residential HVAC, Plumbing and Electrical company that acquires, owns, and operates businesses around the United States. We are seeking business leaders to join our growing team and become an integral part of our company's future.

Are you ready to be part of something bigger!

Southern Home Services Company is looking for a dynamic Call Center Representative to join a thriving business that believes in work life balance and cares about you!

This is a full-time position, schedule will be flexible. Must have availability to work on the weekends. Must have flexibility to work mid-mornings and afternoon shifts.

About this role:

As a Customer Experience Coordinator at Southern Home Services you will play a vital role in ensuring our customers receive exceptional service and support. You will be the first point of contact for inquiries and requests, helping to create a positive experience that reflects our commitment to quality and customer care. Your proactive approach and problem-solving skills will be essential in fostering strong relationships with our clients and enhancing their overall experience with our services.

In this role, you will be responsible for:

• Responding to incoming customer inquiries and requests with professionalism and a friendly demeanor, ensuring a welcoming experience.
• Serving as a key liaison between customers, technicians, sales team, and management to facilitate effective communication and address service needs promptly.
• Efficiently scheduling service and routine maintenance appointments, ensuring optimal use of resources and timely responses to customer needs.
• Maintaining and updating customer records based on interactions, ensuring accurate and accessible information for future reference.
• Providing detailed information about our products and services, helping customers make informed decisions that best suit their needs.
• Troubleshooting and resolving customer issues and concerns with empathy and urgency, ensuring customer satisfaction.
• Developing and maintaining an extensive knowledge base of our evolving products and services to better assist customers and enhance their experience.
• Participating in in-house training on products, services, and office software necessary for effective performance in this role.
• Additional duties as assigned.

Required qualifications:

• A minimum of 1 year of administrative or customer service experience in an office environment is required.
• Proven ability to cultivate strong rapport with customers and colleagues alike.
• Strong organizational and time management skills, with the ability to prioritize tasks and see them through to completion.
• Ability to work independently while maintaining integrity in a structured yet relaxed atmosphere.
• A genuine passion for helping others with patience and empathy.
• Excellent written and verbal communication skills to convey information clearly and effectively.

The physical requirements of this job include:

• Perform work while sitting and/or standing at an individual work station or office.
• Communicate verbally via phone or other communication device.
• Ability to stand, walk and sit; talk or hear, both in person and by telephone.
• Use hands to type, handle or feel objects or controls; reach with hands and arms.
• Occasionally stoop, kneel, bend, crouch and lift up to 10 pounds.
• Work is usually performed in an indoor office environment.

Southern Home Services will make reasonable accommodations to allow an employee to perform the essential functions of the job.

Benefits:

• Reliable, year-round work
• Weekly paychecks
• Paid time off and paid holidays
• Comprehensive medical, dental and vision benefits
• Health savings accounting
• Flexible spending account
• Growth opportunities
• Employee discounts
• Company paid short term life insurance
• Life insurance

This is a non-exempt position.

Southern Home Services is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. The policy applies to all employment practices within our organization.