Customer Success & Retention Specialist

Customer Experience Specialist

Customer Experience Specialist Join Our Award-Winning Team! Location: 2818 Satsuma Dr, Dallas, TX 75229

At Frymire Home Services, we've been proudly serving our community for over 70 yearsand our success comes from putting people first. We're looking for a Customer Experience Specialist to join our team in Dallas. In this role, you'll be the first point of contact for our customers across digital channels, ensuring they receive the top-notch service we're known for.

Why You'll Love Working Here

We believe great work deserves great rewards. When you join Frymire Home Services, you'll enjoy:

• Pay Range: $20 - $25 per hour
• Weekly Pay On Friday
• Comprehensive Benefits Package Medical (3 plans to choose from), Dental, Vision, HSA with company contribution, $25,000 Life & AD&D, Long- and Short-Term Disability, plus options for additional voluntary life insurance up to $300,000.
• Financial Security 401K with company match to help build your future.
• Work-Life Balance Generous paid time off and paid holidays.
• Perks & Discounts Employee discounts on all our services, plus an Employee Referral Program.
• Professional Growth Ongoing training, development, and a supportive team culture.
• Award-Winning Team Be part of a company recognized for outstanding customer service and community commitment.

What You'll Do

• Monitor and triage incoming customer requests from email, website forms, and digital platforms.
• Respond promptly and professionally to inquiries from the digital agent or escalated call center concerns, providing information or directing requests to the right team.
• Drive and champion customer retention efforts with outreach to schedule priority calls and maintenance visits.
• Manage online appointment scheduling through digital tools and CRM systems.
• Document and track all customer interactions in the CRM for accuracy and follow-up.
• Collaborate with internal teams to resolve customer issues and ensure seamless service delivery.
• Look for opportunities to improve customer satisfaction and streamline digital processes.

What We're Looking For

High school diploma or equivalent required; some college preferred Strong written and verbal communication skills with the ability to accurately document information Exceptional attention to detail with proven accuracy in data entry and record keeping Highly organized with the ability to multitask, manage competing priorities, and meet deadlines in a fast paced environment Comfortable handling a high volume of customer emails, chats, and messages while maintaining accuracy and professionalism Tech savvy with experience using CRM systems and consistently entering customer and job data; ServiceTitan experience preferred Customer focused, dependable, and able to work independently while contributing to a collaborative team environment

Schedule

This is a full-time, in-office position at our Dallas location. Flexibility is required to cover peak customer service hours.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.