Job Description

Department Description:

The HUB excels in providing DFW metroplex customers with unparalleled white glove service for repairs and services. With a strong focus on building relationships and tailored solutions, their 12,000 4.9-star Google reviews reflect their dedication to exceptional customer experiences.

Job Title: Customer Experience Provider

Job Summary:

As a Customer Experience Provider, you will focus on giving excellent service to our customers, technicians, and each other. You will empathize with our customers’ concerns and needs while ensuring Milestone can provide their home with end-to-end solutions.

Basic Functions:

• Handle incoming calls, emails, or texts to resolve various customer inquiries such as account questions, booking appointments, cancellations, reschedules, and other miscellaneous inquiries
• Educate customers on the Advantage membership and enroll them.
• Attend training and develop skills related to the Customer Experience Provider role.

Qualifications:

• Strong customer service and communication skills
• Must be at least 18 years of age
• Must have at least 2 years of customer service experience
• Must be able to comply with Company attendance standards as described in established guidelines
• Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.
• Must meet confidentiality expectations as to confidential, proprietary, and sensitive Company information
• Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986

Work Behaviors:

• Must be able to effectively communicate with customers and team members.
• Must have mental skills such as critical thinking, problem solving, and a technical vocabulary to understand directions and adhere to established practices.
• Must be willing to adapt well in the face of workplace stressors such as customer service complaints.
• Have preferred software knowledge - Outlook, SuccessWare, ADP, MS Office Suite and iOS devices.

Working Conditions:

• Working indoors
• Sit for long periods of time
• Must use hands for repetitive movement
• Working in close proximity to others
• Problem-solving
• Written and verbal communication skills
• Computer and software skills
• Ability to read and and interpret text online or in print
• Memorizing scripts for in-person and over the phone interactions
• 8 hour work days
• Rotating shifts, overtime, weekend work
• Participate in Team building activities

Benefits/Perks:

• Discount on company services for you, the employee
• Amazing benefits: 401(k) match program, paid holidays, monthly massages, discounted CrossFit membership with peloton bike access, free monthly haircuts, quarterly company family meetings & many other fun activities

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