Scheduler

Position Summary

The Customer Experience Representative serves as the primary point of contact for customers, providing exceptional service and support throughout the customer journey. This position is responsible for responding to inquiries, resolving issues, processing orders, and ensuring a positive customer experience while maintaining a high level of professionalism and accuracy.

Key Responsibilities

• Serves as the first point of contact for customers via phone, email, chat, or other communication channels.
• Respond to customer inquiries regarding in-home meetings and project status.
• Resolve customer concerns promptly and professionally while maintaining a customer-focused approach.
• Accurately document customer interactions within the customer relationship management (CRM) system.
• Escalate complex customer issues to the appropriate department when necessary.
• Collaborate with internal teams to resolve customer concerns and improve the customer experience.
• Follow established policies, procedures, and service standards.
• Maintain confidentiality of customer and company information.
• Identify opportunities to improve processes and enhance customer satisfaction.
• Meet established performance metrics, including response times, quality standards, customer satisfaction, and productivity goals.

Required Skills

• Strong communication skills and active listening
• Exemplary email and written communication management
• Ability to manage difficult conversations and escalated customers (internal and external)
• Translation of program parameters, contract expectations and regulatory requirements into daily work
• Customer orientation and ability to adapt/respond to different types of personalities, literacy levels, emotional expression and communication styles
• Ability to multi-task, prioritize, and manage time effectively
• Strong professionalism and ability to maintain boundaries
• Unwavering maintenance of confidentiality
• Commitment to excellent customer service
• Basic computer proficiency and the ability to learn new software applications quickly

Preferred Qualifications

• High school diploma or equivalent required
• Associates or Bachelor’s Degree preferred
• 1-3 years of customer service, customer support, call center or related experience preferred
• Knowledge in the home improvement industry (kitchens, baths)
• Proficiency in Microsoft Office Suite
• Experience in using CRM software
• Ability to multi-task, set priorities and meet deadlines
• Excellent communication skills across diverse groups including technical and professional platforms
• Collaborative work style

Physical Requirements

• Ability to remain seated for extended periods while working at a computer
• Frequent use of a computer, telephone, and other standard office equipment
• Occasionally lift up to 15 pounds

Work Environment

• Office work environment.
• Standard business hours with occasional overtime or weekend work as required

Pay: $22.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Required)
• home improvement industry: 1 year (Preferred)

Ability to Commute:

• Pittsburgh, PA 15275 (Required)

Work Location: In person